What are the responsibilities and job description for the Customer Service Representative position at Inpro US/CAN?
Inpro is a leading manufacturer of architectural building products and has been recognized as a Top Workplace in Milwaukee for 16 years in a row! We are seeking a motivated and detail-oriented Customer Service Representative.
About the Role
The Customer Service Representative will act as a key liaison between support teams, management, sales, and our customers. This role plays an essential part in ensuring customer satisfaction by driving timely complaint resolution, supporting internal processes, and helping enhance overall business productivity.
What You’ll Do
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Investigate external customer complaints and provide consistent, timely communication throughout the resolution process.
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Collaborate with departments such as Quality, Logistics, and Sales to analyze and resolve customer issues.
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Prepare and monitor Requests for Customer Allowance (RCAs) involving returns, credits, or rework.
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Assist customers directly or route inquiries to the appropriate team members.
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Process credit memos, credit rebills, and reship orders.
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Contribute to the creation and revision of work instructions related to customer complaints.
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Support training efforts for new customer service representatives.
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Identify and recommend opportunities for process improvements.
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Complete additional tasks or projects assigned to support department and corporate goals.
Personal Attributes/Job Requirements
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Excellent written and verbal communication skills.
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A self-starter mindset with the ability to make sound decisions—and the judgment to know when to seek support.
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Strong time-management and prioritization abilities.
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High accuracy, attention to detail, and follow-through.
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Ability to manage multiple tasks in a fast-paced environment.
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Strong organizational and listening skills.
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Experience using CRM, ERP, or customer complaint management systems.
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High school diploma or equivalent required.
Job Relationships
You’ll collaborate with team members across all areas of the organization while reporting directly to the Quality & EHS Manager.
Benefits
- Health insurance
- Dental insurance
- Generous company 401(k) contributions
- Flexible spending account
- Tuition reimbursement
- Generous paid time off
- Employee assistance program
- Vision insurance
- Employee discount
- Life insurance
- Referral program