Location: Syracuse,NY, USA
Description
The Customer Service Representative 1 is primarily responsible for delivering superior customer service to Anoplate's clients by providing accurate and timely information around their orders. Responsibilities include initiating and responding to customer concerns regarding order status, creating and maintaining records of customer interactions and transactions, taking steps to help resolve customer challenges and gathering customer feedback. Work with internal production staff and management to ensure appropriate actions are taken to resolve any customer problems and notify them of results and any planned adjustments. Engage and create a trusting relationship with multiple people inside of each company we serve.
In this role you will:
* You are the customer inside of Anoplate. Attend daily production meetings to get accurate data from Production, Quality and Engineering on the status of all open orders.
* Meet or exceed daily customer notification metric for order ship dates or past due dates.
* Respond to customer inquiries regarding order status, price, PO acknowledgement and/or delivery within 1 hour of the customer request.
* Initiate and respond to customer requests on projected ship dates and recording the status in our AANGS software platform.
* Conduct and collect at least 3 customer surveys per month.
* Maintain thorough and accurate records of customer inquiries, request and complaints in the system.
* Partner and support outside sales with customer information and current status of orders or issues.
* Help transition new customer relationships and strengthen existing.
* Solicit/Inquire upon new and existing customers on additional finishing Anoplate offers.
* Back-up front desk and receptionist as needed
* Perform daily activities associated with servicing all customer needs in a consistent, thorough and courteous manner while insuring first time accurate data and information processing.
Requirements
Your knowledge, skills and abilities:
* Associate's degree or 5 years of experience in a customer service role
* You are relentless in getting accurate information on time to all our customers.
* Ability to multitask and manage multiple inboxes, work with multiple departments, process requests, handle any challenges and maintain a positive attitude.
* Manage your time effectively and the ability to prioritize your schedule based on customer needs.
* Track record of over-achieving
* Strong phone presence and experience handling dozens of calls per day.
* Excellent oral and written communication skills.
* Display great engagement skills with customer and co-workers.
* Exceptional knowledge of various software systems functionality as relates to Sales and Customer Service.
* Willingness to work overtime as needed.
Company Profile
For over 60 years, Anoplate has provided metal finishing solutions in the aerospace, medical, military and high-end plating industries. This has been accomplished by a dedicated, well trained and talented workforce. At Anoplate our values drive our decisions. Anoplate is privately owned and operated and has a family friendly culture with many learning and growth opportunities. Our Facility and processes are certified to world class quality and environmental standards. Anoplate is ISO 9001 and 14001 certified, Nadcap accredited and has Environmental Management System certification approvals with numerous fortune 500 companies.
Work-life, Culture & Perks:
Our core belief is to fulfill the needs of our employees in order to meet the needs of our customers. Anoplate relies on the personal success of our employees, we offer competitive pay with performance and skills acquisition-based increases and more!
* Well-Being: Comprehensive Medical benefits with zero premium cost dental coverage, Health Savings Account with company contribution, Enhanced Long and Short-Term Disability, Complimentary Wellness Programs, Employee Assistance Program, & 401(K) Savings Plan with Company Match and Immediate Vesting
* Home & Family: Work Life Balance, Paid Holidays, Paid Vacation & NY State Paid Sick Leave, My Better Benefits Savings Membership (Discounts on cell phones, movie tickets, travel & more!)
* Work Life: Catered lunches, family holiday events, employee appreciation activities, community culture & amazing co-workers
* Growth & Training: Skills development & opportunities to climb the career ladder
Anoplate appreciates your interest in our company as a place of employment. Anoplate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Drug Free Workplace (DFW)