Customer Service Rep

Customer Service Rep

The Customer Service Representative is responsible for all incoming and outgoing customer service functions on the order desk while providing exemplary customer service to our customer base. The shift for this role will be Monday-Friday from 7:30am to 4:00pm with a 30-minute unpaid lunch, there is little requirement for OT.

Major Areas and Responsibilities

• Provide exemplary customer service to our clients
• Become part of the team by communicating positively with plant location managers, co-workers and all sales representatives
• Answer all incoming phone calls, distribute or respond as required
• Order entry
• Order review of technical specifications to verify accuracy
• If the order is not accurate responsible for resolving the technical specifications. This may require further clarification by the client and/or assistance of an internal manager
• Review the Surpass AS400 ERP system to select the appropriate production dates based on plant parameters and capacity
• Key the order in the ERP system and document image all associated drawings as required
• All orders are independently keyed a second time to ensure completion, scheduling and accuracy. Upon completion orders are validated
• File keyed orders in sequence of order number
• Issue intercompany purchase order within corporate policies and guidelines
• All bills of lading and sales orders are scanned into the document imaging system daily
• Prepare all glass samples for distribution for clients
• Advise clients of all back order and shipping delays in a timely fashion as provided by the shipping department daily
• Collect payment for all CIA orders from client before order validation
• Ensure all customer concerns have been clearly communicated with the sales representative and/or manager

Qualifications

• Positive attitude with customer service orientation
• Must possess strong organizational skills
• Must be comfortable with mathematics and measurements
• Excellent verbal and written communication skills
• Responsive to change in priorities and immediate demands
• Detail orientated
• Proficient in a Microsoft office environment

Organization

• CSR reports to the Customer Service Manager. The role will be based at the facility.

Physical Demands

• Be able to maintain composure while exposed to challenging customer service situations
• Exposed to continuous keying throughout shift