Customer Service Representative BUSINESS: CIRCOR LOCATION: Monroe, NC DIRECT REPORTING: Supervisor, Customer Care FUNCTIONAL REPORTING: Customer Care
POSITION DETAILS Position Summary A company's reputation comes down to the front-line employees, who interact with our customers. The customer experience from this interaction determines whether we gain a new customer, keep an existing customer, or lose to our competition. A CIRCOR Customer Service Representative owns the customer experience, takes the initiative to drive requests to resolution, and serves as an advocate for the customer.
Principal Activities - Manage overall customer experience. Be the face of the company to our customers and manage communications.
- Manage customer requests through multiple communication channels, including email and phone calls. Potentially chat and social media interaction in the future.
- Generate quotations. Provide price and lead time information to new and existing customers.
- Enter orders into systems. This is an important first step to enable production planning and shipping of product that leads to revenue generation.
- Manage escalations. In Customer Service, we are the customer advocate. Manage the situation and drive to resolution, by partnering with other internal and external departments to take care of the customer needs.
- Continuous Improvement. Proactively identify and implement structured and sustainable process improvements both within the department and cross functionally. Have an internal drive and relentless desire to strive for best-in-class performance, rather than settling for mediocrity or good enough.
- Other typical functions within a Customer Care organization, including processing RMAs, initiating debit/credit requests, logging customer complaints, generating reports and analyzing data, etc.
Job Requirements:
CANDIDATE REQUIREMENTS Knowledge Skills & Abilities Technical Requirements
- Very strong verbal and written communicator in English
- 10 key typing at 60 wpm
- Able to understand high-level technical complexities associated with engineered products
- Proficiency with Microsoft Office products, including Outlook, Word, Excel, and others
Language Capabilities
- English
- French, Spanish, or German are pluses
Working Time Requirements
- Willingness to work overtime, based on business needs.
Education & Experience - Associate degree
- 3+ years of experience in customer care (or similar customer-facing role)
- 3+ years of experience using ERP systems
- SAP experience is a plus
- Experience working in Production/Operations is a plus
- Experience working in both a direct to end user and B2B experience is a plus
CIRCOR is an EEO Employer of Females/Minorities/Veterans/Individuals with Disabilities