What are the responsibilities and job description for the Customer Success Representative position at Plymouth Tube Co?
Customer Service Representative
Celebrating 100 years in 2024, Plymouth Tube Company is a 5th-generation family-owned manufacturer of Structural Steel Tubing & Engineered Shapes/Metal Extrusions serving a wide variety of OEM customers in Aerospace, Space, Power Generation, and Heavy Equipment. Highly stable.
About the opportunity:
The Customer Service Representative (Technical Sales) is responsible for providing excellent customer service both externally and internally. This role requires developing an in-depth knowledge of company products and programs while building strong working relationships through timely and accurate day-to-day order fulfillment, involvement with pricing administration, and other customer-related activities.
Based on the candidate’s experience and skill set, responsibilities and scope may be broadened, with commensurate compensation.
WHAT YOU’LL BE WORKING ON
- Initiates, processes, expedites, and revises customer orders as needed.
- Provides timely and accurate information to customer order status and product inquiries; identifies customer requirements and specifications for quotes.
- Adds new customers to Axiom/Epicor.
- Manages turnkey programs with outside processors to ensure timely delivery to key customers.
- Communicates regularly with key customers regarding order status, timeline updates, and order changes.
- Maintains order schedules for mill visibility to support on-time delivery.
- Evaluates customer complaints, documents in CSR database, investigates, and resolves or escalates as needed.
- Acts as a customer advocate within Plymouth Tube.
- Collaborates closely with sales, operations, finance, and other departments.
- Adheres to established mill parameters.
- Maintains proactive communication with customers and internal teams.
- Informs sales of quotes, invoicing, credit matters, and customer issues.
- Supports marketing, sales, and manufacturing with additional projects and administrative duties as needed.
WHAT YOU’LL NEED TO SUCCEED:
- Bachelor’s or Associate’s degree preferred, OR High School diploma with 3 years of customer experience in a manufacturing B2B environment (not a call center).
- Working knowledge of manufacturing processes or strong aptitude and desire to learn.
- Experience solving customer problems and managing complex situations.
- Strong ability to multitask and prioritize.
- Analytical and problem-solving skills.
- Self-motivated with a high sense of urgency and resourcefulness.
- Proficiency in MS Office and general computer literacy.
- Excellent written and verbal communication skills.
WHAT WE OFFER YOU:
Benefits effective 30 days from date of hire:
- Medical, Dental, Vision, HSA, FSA
- 401(k) with company match, Life Insurance, STD/LTD
- 100% tuition reimbursement (including books & reasonable expenses)
- Wellness Program / Lifestyle Rewards / Employee Assistance Program (EAP)
- Paid Time Off & Holidays
- Career growth opportunities – gain broad exposure across the business
Job Type: Full-time
Benefits include:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Pay: $52,000.00 - $64,000.00 per year
Benefits:
- 401(k)
- 401(k) 4% Match
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $52,000 - $64,000