Customer Service Rep

Job Posting Title: Customer Service Representative (Manufacturing)

Job Location: On site, Chester, CT

Position Type: Full Time, 40h/week

FLSA Classification: Non-Exempt

Pay Range: $24-$26.50 hourly. The actual pay range will depend on a variety of varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations.

Reports to: Customer Service Manager

Roto Frank of America, Inc. is looking for a Customer Service Representative to join our team in Chester, CT.

Roto North America is a subsidiary of Roto Window and Door Technology, a global leader in window and door hardware, with 18 production plants and more than 30 subsidiaries worldwide. Through its 2 companies, Roto Frank of America, Inc. and Roto Fasco Canada, Inc., Roto North America has been manufacturing and offering a variety of leading North American and European window and door hardware products in the USA and Canada.   

Summary:

Our Customer Service Representative is one of the initial points of contact to the customer and has a key role in supporting the company mission of providing Superior Customer Value.

Essential Functions:

• Interacts with customers via telephone or email to provide support and information on products or services. Assist customers with order status inquiries.
• Enters customer orders in SAP.
• Process & monitor customer sample requests.
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Answer incoming phone calls, redirect incoming calls to the appropriate department.
• Scan sales orders and supporting documentation into SAP.
• Support outside sales staff, including Business Region Managers and Independent Reps.
• Work with Materials Management to maintain the airfreight log process.
• Work closely with production and shipping departments to meet throughput time requirements.
• Active participation in weekly Shop Floor meetings.
• Active involvement in continuous improvement events and training.
• Maintain customer backorder lists.
• Work with the Inside Sales team to ensure excellent customer service is being delivered.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Skills and Competencies:

• Excellent communication skills, including active listening.
• Service-oriented and able to resolve customer inquiries.
• Strong phone handling skills.
• Focus and attention to detail for customer-specific programs.
• Organizational and adaptability skills.
• Proficient in MS Office skills with the ability to learn new software.

Work Environment:

This position operates primarily in an office environment (office and production facility).

Office: Routinely uses standard office equipment such as computers, phones, copiers, scanners, printers. Prolonged periods of sitting at a desk and working on a computer.

 Education:

Associate Degree in Business Administration or similar (Preferred).  

 Experience:

• Minimum of 2 years of Customer Service Experience 

Company offered benefits:

 Roto offers an attractive salary and benefits package:

• 401(k)
• 401(k) matching
• Employee assistance program
• Employee discount program
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• Health savings account
• Life insurance
• Short Term Disability insurance
• Voluntary Long Term Disability insurance
• Paid time off
• Paid Holidays

To learn more about our team, please visit us at rotonorthamerica.com