Roto North America is a subsidiary of Roto Window and Door Technology, a global leader in window and door hardware, with 15 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. To learn more about Roto Frank of America please visit us at: Welcome - Roto North AmericaCustomer Service is one of the initial points of contact to the customer and has a key role in supporting the company's mission of providing Superior Customer Value.Attention to detail and proficiency with data entry are key responsibilities in this role.Responsibilities:
- Interacts with customers via telephone or email to provide support and information on products, service and 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 appropriate department
- Scan sales orders and supporting documentation into SAP
- Support outside sales staff including Business Region Managers and Independent Reps
- Work closely with production and shipping departments to meet throughput time requirements
- Active participation in weekly Shop Floor meetings
- Active participation in continuous improvement events and training
- Maintain customer back-order lists
- Work with Inside Sales team to ensure excellent customer service is being delivered
- Performs other related duties as assigned.
Work Environment:This position operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, copiers, scanners, printers. Prolonged periods of sitting at a desk and working on a computer.Must be able to lift up to 20 pounds at times. Minimum Required Education:
- Associate's degree in business administration, or similar (relevant experience can substitute for education)
Required Work Experience:
- 3 + years of Customer Service Experience
Essential skills:
- Proficient in MS Office skills with the ability to learn new software.
- SAP experience preferred
- Proficiency with Data Entry
- Focus and attention to detail with respect to customer specific programs
- Ability to function well in a high-paced and at times stressful
- Excellent organization skills
- Excellent communication skills including active listening and adaptability.
- Service-oriented and able to resolve customer inquiries.
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
Pay Range:The Pay Range for this position is between $22- $25 hourly. The actual pay range will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations. The pay range listed here has been provided to comply with local regulations and represents a potential hourly pay range for this role.