Customer Service Representative

PEMCO International is a standalone manufacturing organisation with over 100 years of expertise specialising in high quality Porcelain Enamels, Glass Coatings, Forehearth Colourants and Metallurgical Glass products. PEMCO® branded products are global market leaders for a variety of end-market applications, offering a wide array of products, including Porcelain Enamel frits and powders for Appliance, Cookware, Sanitaryware and Water Heater applications, alongside offering functional Glass Coatings for Architectural and Automotive sectors. In addition, PEMCO offers Forehearth Colourants for Container glass, along with Metallurgical Glass frits for Extrusion Glass lubricants and Refractory glazes.

SUMMARY:
Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries.

ESSENTIAL TASKS & DUTIES:

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders and system troubleshooting.
• Troubleshoot customer issues over the phone.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Maintains all records necessary to the role of Customer service representative.
• Maintain a positive liaison with other departments for order completions.
• Contacts customers to ascertain data omitted on orders.
• Ability to handle complaints and unpleasant customers.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

SAFETY FIRST:

• Views safety as a core value.
• Observes safety policies in accordance with company protocol.
• Complies with safety procedures and work instructions in accordance with company protocol.
• Maintains safety awareness through participation in Safety Meetings and communications.
• Follows all company and customer safety policies and procedures.
• Maintains housekeeping expectations.

QUALITY ALWAYS:

• Follows appropriate quality procedures and work instructions.
• Assists in training employees on appropriate items.
• Attends training classes in-plant or at other locations as assigned.

ADDITIONAL RESPONSIBILITIES & DUTIES:

• Follows all company and customer safety policies and procedures.
• Responds to change with a positive and productive attitude.
• Handles other duties as required.

COMPETENCIES:

• Oral Communication - Listens and gets clarification; Responds well to questions; Demonstrates group skills; Participates in meetings.
• Customer Service Oriented - Handles difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Gives and welcomes feedback; Contributes to building a positive team spirit.
• Diversity- Shows respect and sensitivity for cultural differences.
• Ethics - Treats people with respect; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Is able to handle complaints and unpleasant customers.
• Organizational Support - Follows policies and procedures; Supports organization's goals and values.
• Planning/Organizing - Uses time efficiently.
• Professionalism - Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner.
• Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands.
• Dependability - Follows instructions, responds to management direction. Takes responsibility for own actions; Keeps commitments.
• Initiative - Volunteers readily; Undertakes self-development activities; Asks for and offers help when needed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

QUALIFICATIONS:
Education & Experience

• High School Diploma or GED equivalent.
• 4 years Customer Service experience, manufacturing environment preferred

Knowledge & Skills

• Ability to execute written instructions.
• Ability to execute simple math.
• Strong willingness to assist other team members.
• Strong Excel and other Microsoft Office skills
• Excellent phone skills
• Problem resolution skills

Language Skills:
Ability to speak, read and comprehend written and verbal instructions, in English. Ability to speak, read, write, and comprehend verbal communication in Spanish is a plus.

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While
performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel and talk or hear. The employee is required to stand; walk and reach with hands and arms. The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds with assistance.

WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee may be exposed to moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals and risk of electrical shock when in the operations or laboratory areas of Plant facilities. The noise level in the office work environment is usually moderate, but noise level may occasionally be high.

Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The company offers an attractive compensation and benefits package for the right candidate.
PEMCO International is an Equal Opportunity Employer - M/F/D/V.

The original home of high-performance coatings