What are the responsibilities and job description for the Customer Service Representative position at JPS Composite Materials?
Job Summary
A JPS Customer Service Representative will provide a world class commercial experience for our customers. Primary job functions will include but are not limited to providing product/services information, answering questions, quoting product lead-times & MOQ’s, pricing, entering PO’s, resolving emerging problems with accuracy and efficiency.
A JPS Customer Service Representative will provide a world class commercial experience for our customers. Primary job functions will include but are not limited to providing product/services information, answering questions, quoting product lead-times & MOQ’s, pricing, entering PO’s, resolving emerging problems with accuracy and efficiency.
- Become intimately familiar with our product line and common customer concerns
- Learn the JPS AS400
- Follow Standard Work as well other responsibilities that may be added to the role
- Answer customer questions, assist with order modifications, and resolve any customer issues / concerns in a friendly and professional manner
- Work with the internal team and customers to create and provide solutions
- Coordinate and work closely with the logistics team and shipping providers
- Keep detailed notes (organization is key!) of customer interactions, and provide follow up as needed
- Manage substantial amounts of incoming phone calls and emails
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with accounts through open, frequent and interactive communication
- Meet personal/customer service team sales targets
- Handle customer complaints, provide appropriate solutions and follow up to ensure resolution
- Participation in process improvement teams
- Maintain customer profile information
- Backup for CSR team when appropriate
- Follow JPS procedures, guidelines, and policies
- A passion for providing outstanding customer service
- Come to work with a friendly and positive attitude
- Experience as a Customer Service Representative
- Strong communication, listening and phone skills
- Proficient in written communication
- Ability to adapt to fast paced environment and manage time effectively
- An adaptive learner and self-starter
- Prepared to handle a constant flow of emails / messages from customers and team members
- 2- or 4-year degree preferred
- Ability to work occasional overtime, as needed