Customer Service Representative

MCA - Alpolic

Job Description

The Customer Service Representative engages with customers to provide product information, ensure customer satisfaction, and resolve customer conflicts. The CSR works closely with all departments from outside Sales teams, production, and shipping to ensure a next level customer experience.

Major Duties And Responsibilities

• Create solid customer relationships and satisfaction through effective and timely resolution of a variety of customer issues.
• Receive phone calls and handle questions and inquiries with speed and professionalism
• Escalate issues to appropriate department or personnel as needed
• Interact with customers to provide timely and accurate information about products, order status, inventory, shipping, and production
• Receive, process, and verify the accuracy of orders by entering data into SAP system Identify trends in customer satisfaction or dissatisfaction and report them to management
• Partner with Regional Sales Managers (RSMs) to support customer needs and meet and exceed customer service expectations Provide support and planning for sales functions.
• Respond timely and accurately to inquiries of price, availability, stock replenishment, order fulfillment, etc. during initial call/emails. Quote system pricing or use limited pricing guidelines provided by management. Engage Tech Service, Operations, and Logistics if/when the inquiries warrant.
• Reporting and data collection
• Other duties as assigned by department manager

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform successfully in this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

Education

• Bachelor’s degree or associate degree preferred

• 3-5 years’ experience in inside sales, customer service and/or a related manufacturing

• SAP or similar Oracle, IBM, Microsoft, Salesforce knowledge is preferred. PC literacy is required (Microsoft office suite)

• High level attention to detail in a manual data entry environment.
• Strong interpersonal and communication skills
• Ability to prioritize, manage, and complete multiple tasks simultaneously - both for immediate resolution and long-term projects.
• Ability to maintain calm and to control or calm customers during high stress or high complaint situations .
• Ability to change priorities quickly and calmly while continuing with standard daily activities
• Ability to work independently as well as with team members and without direct supervision.
• Must be able and willing to work overtime and be flexible with hours where required.

• Customer focused
• Team Player
• Analytical thinker
• Self-motivated
• Conflict management
• Organized
• Decision maker under pressure
• Ability to work independently

Sitting for long periods of time using a computer.

Lifting less than 25lbs

Occasional handling of products and packaging.

Pay Transparency

• The salary range for this position is $63,600-$79,500. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
• Competitive Benefits
• Benefits begin on DAY 1!
• Employee Assistance Programs
• Curated Self-Paced Learning & Development Programs for all Employees