What are the responsibilities and job description for the Customer Service Representative position at LAPP Insulators LLC?
About ITG Insulator Technology
ITG Insulator Technology is a leading manufacturer of high-quality ceramic insulators, delivering innovative solutions that power the future of electrical infrastructure. With a strong focus on customer satisfaction and product excellence, we provide high-performance insulators for power transmission and distribution systems. As we continue to expand our footprint, we’re looking for a Customer Service Representative who will play a critical role in ensuring our clients receive exceptional service from order inception to delivery.
What You’ll Do
As a Customer Service Representative, you will be the vital point of contact for our customers, handling order management, communication, and issue resolution. You will collaborate with various teams across the company, ensuring smooth operations and an outstanding customer experience. Your role will support our mission to deliver high-quality ceramic insulators while driving continuous improvement in customer service processes.
Responsibilities
- Order Management & Tracking
- Manage incoming customer orders, ensuring accuracy and timely processing through the company’s ERP/CRM tools.
- Coordinate with internal teams to confirm order fulfillment and track shipments.
- Communicate regularly with customers, providing updates on order status, estimated delivery times, and resolving any issues that arise.
- Customer Communication
- Serve as the main point of contact for customer inquiries, questions, and concerns, responding promptly and professionally.
- Collaborate closely with the sales team and operations to keep customers informed.
- Ensure all customer interactions are logged accurately in the ERP system for future reference.
- Issue Resolution & Escalation
- Proactively identify customer issues and escalate to senior team members when needed to ensure quick resolution and customer satisfaction.
- Troubleshoot customer complaints related to product quality, order fulfillment, or shipping delays, ensuring solutions are implemented.
- Process Improvement & Support
- Identify process inefficiencies and recommend improvements to enhance the customer service experience.
- Participate in continuous improvement initiatives by providing feedback and supporting the optimization of workflows and procedures.
- Customer Data Management
- Accurately enter and maintain customer information in the ERP/CRM system.
- Monitor and track customer orders and data, ensuring transparency and visibility across the team.
What You Bring
- Experience
- Proven experience in customer service or order management, preferably in a manufacturing or technical environment.
- Familiarity with ERP/CRM systems such as Microsoft Business Central, NetSuite, Salesforce, or similar platforms.
- Background in handling customer inquiries, order tracking, and issue resolution.
- Skills
- High attention to detail and ability to manage multiple tasks simultaneously.
- Excellent written and verbal communication skills, with a strong focus on customer satisfaction.
- Creative problem-solving skills, with the ability to adapt to changing situations and find solutions quickly.
- Ability to work well under pressure in a fast-paced, dynamic environment.
- Mindset
- Self-starter who takes initiative and can work independently.
- Strong organizational skills and process-oriented thinking.
- Willingness to contribute to team success and continuously improve processes.
Bonus Points
- Experience with technical or industrial product sales and customer service.
- Familiarity with electrical infrastructure products and specifications.
- Previous exposure to the ceramic or insulator manufacturing industry.
Benefits
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- 401(k) with employer match.
- Generous Paid Time Off (PTO).
- Healthcare and Dependent Care Flexible Spending Accounts (FSA) or Health Savings Account (HSA).
- Opportunities for professional development and career advancement.
- Collaborative and growth-focused team environment.
Equal Opportunity Employer Statement
ITG Insulator Technology is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
If you're a proactive and customer-focused individual eager to contribute to a growing team and thrive in a dynamic environment, we invite you to apply for this exciting opportunity at ITG Insulator Technology in Houston, TX.
Pay: $21.00 - $23.00 per hour
Expected hours: 40.0 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $21 - $23