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 to no 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 manger
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