Job Objective:

Manage customer inquiries, resolving complaints, and ensuring customer satisfaction. This is a fast-paced and dynamic position that requires collaboration, attention to detail, and a sense of urgency.

Responsibilities & Accountabilities:

• Respond to customer inquiries via phone and email in a professional and timely manner
• Manage customer complaints and issues to ensure a quick and satisfactory resolution
• Collaborate with other departments, including sales, finance and production, to ensure a smooth customer experience
• Process customer orders and service orders
• Process RMA for returned goods
• Resolve Post-sales issues, including but not limited to damaged goods, short shipped and defective goods
• Continuously work to improve customer service processes and procedures
• Provide customers with product and service information
• Identify and escalate issues to appropriate departments or management when necessary
• Meet or exceed customer service goals and objectives
• Perform other duties as required or as assigned.

Position Requirements:

• High school diploma or equivalent; some college education preferred
• 2+ years of customer service experience in a manufacturing or related industry
• Proficient in Microsoft Office
• Ability to interact and cooperate with all company employees, and customers.
• Ability to communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional, internal, and external relationships that meet company core values.
• Proactively establish and maintain effective working team relationships with all support departments.
• Strong attention to detail and ability to multitask
• Sense of urgency and ability to prioritize tasks
• Ability to learn quickly and adapt to new processes and procedures

Relationships & Roles:

The Customer Service Representative will report to the Customer Service Manager and work closely with other customer service team members, as well as with members of the sales, finance, production, and shipping departments. They will also interact with customers on a regular basis.

The Customer Service Representative will serve as the primary point of contact for customers regarding product inquiries, complaints, orders, and post-sales issues. They will work closely with multiple departments to ensure that customer needs are met. They will also be responsible for maintaining accurate customer records, processing Orders, RMA for returned goods, and providing product and service information to customers as needed. Additionally, the Customer Service Representative will be responsible for identifying and escalating issues to appropriate departments or management when necessary.