Location: Hopkinsville,KY, USA
POSITION SUMMARY
The customer service representative is responsible for providing excellent customer service by providing in-depth knowledge of company products and programs and establishing a working relationship with internal and external customers through timely and accurate day-to-day order fulfillment, involvement with pricing administration and other customer service duties.
ESSENTIAL RESPONSIBILITIES
* Initiates, processes, expedites and revises customer orders
* Provides timely and accurate information to incoming customer order status and product knowledge requests, and identifies customer requirements & specifications
* Manages turnkey programs with outside processors ensuring timely delivery to key customers
* Communicates with key customers on weekly basis on issues such as order status, making timeline revisions as well as changes & modifications to orders and communicating information to managers
* Identifies customer requirements and accurately responds to customer inquiries
* Maintains order schedule for mill visibility to ensure on time delivery
* Evaluates customer complaints, initiates process by entering into CSR database, investigates & determines findings, resolves customer issue and / or delegates to appropriate department manager to resolve
* Acts as a customer advocate inside Plymouth Tube
* Collaborates closely with sales, operations, finance, and other departments
* Adheres to established mill parameters
* Proactive in customer interactions
* Informs sales of new quotes, customer issues, etc.
* Establishes credit for new customers
* Occasional travel may be required
Core Responsibilities
* Model Plymouth Tube values and behaviors as outlined in the Mission Statement
* Represent Plymouth Tube in a professional manner
* Follow all company Environmental and Safety policies, procedures and standards
* Follow all company Quality Standards
QUALIFICATIONS and EDUCATION REQUIREMENTS
* Associates Degree or combination of education and experience
* 5 - 7 years customer service experience preferably in a manufacturing environment
* Working knowledge of manufacturing processes and/or aptitude and desire to learn
* Experience in solving customer problems
* Proven ability to multi-task and prioritize
* Attention to details and accuracy is a must
* Strong analytical and mathematical skills
* Must be self-motivated, have a high sense of urgency, be able to problem solve complex situations, be resourceful
* Must have a high degree of personal integrity in dealing with co-workers
* Must be computer literate and proficient with MS Office
COMPETENCIES/DESIRED CHARACTERISTICS
* Customer and client focus - monitors client satisfaction (internal or external), establishes partner relationship with clients, visible & accessible to clients
* Analytical and problem solving - The individual identifies, troubleshoots and resolves problems oftentimes independently and provides solutions in a timely manner
* Team work orientation - The individual interacts with co-workers and managers in a positive manner
* Communication proficiency - Communicates well one on one and in small groups, fluent, quick on feet, command of language, keeps people informed
* Planning & organizing - The individual prioritizes and plans work activities and uses time efficiently
* Technical capacity - the ability to systematically and through sustained efforts carry out complex activities or job junctions involving technical skills
* Dependability - The individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance
* Safety & Security - The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate. Climate controlled environment. Must be able to use standard office equipment (such as, a computer, printer, calculator, telephone, copier, and fax), some equipment is located approx. 50 feet away. Must be able to move about the office area and other departments frequently throughout the day as needed. Must be able to bend, stoop and reach to file as necessary and be able to lift up to 25 pounds.
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Other details
* Job Function Group 1
* Pay Type Salary
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* Hopkinsville, KY, USA