Customer Service Respresentative

Located in Kenosha, WI

Salary: 23.00/hr.-$26.00/hr.

 Job Summary: The Customer Service Representative (CSR) is the primary contact with all new and existing customers. The CSR serves as the voice of the customer and collaborates with internal departments on providing key information in the areas of order management, scheduling, product availability, product pricing, follow-up inquiries, and changing orders. The CSR is directly responsible for ensuring the timely reporting of and response to all customer inquiries.

Essential Duties & Primary Responsibilities: include the following with other duties assigned as necessary:

• Establishes a business rapport with customers and prospects to build and maintain positive company-customer relationships.
• Timely processing of all requests for price quotations, new/existing purchase orders, order changes, order acknowledgements, and cancellations for all customers within IEA.
• Collaboration with planning, procurement, and engineering departments to fulfill lead time requests.
• Assist customers and prospects with technical questions or problems by providing basic product information and referring inquiries to IEA’s Sales, Engineering, or Manufacturing department.
• Investigates and resolves customer issues in a timely and professional manner.
• Maintains all Customer Service information and data files in company’s ERP system and/or database programs.
• Prepares and presents Customer Service Performance KPI Metrics to the management team.
• Attends daily production meeting and provides updates on customer orders and all new order requirements.
• Proactively works with shipping department to ensure pickups and deliveries are scheduled on-time, customer sites are ready for deliveries, and all relevant documents are provided to the customer in advance.
• Works with OEM customers on resolving any shipping discrepancy issues that would impact on the on-time delivery performance metric.
• Interpret and manage forecasted demands from OEM customers.
• Participates in and supports continual improvement initiatives.
• Ensures that all drawings approvals are submitted and acknowledged by the customer.
• Ensuring that all work is performed in accordance with and adheres to ISO Quality standards.

 

 

 

 

 Position Requirements / Qualifications:

• Key skills, abilities and knowledge: Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Must be able to work well under pressure, manage many projects simultaneously, and prioritize competing demands without jeopardizing accuracy, detail, and quality.
• Customers must be focused with a strong commitment to providing excellent customer service.
• Must be able to apply sound judgment, analytical and decision-making skills to a variety of customer issues.
• Ability to read, understand, and interpret material specifications and technical documents strongly preferred.
• Strong working knowledge of Microsoft Office: Excel, Word, Outlook, Power Point
• Experience using a ERP system and/or other Customer Database Management - Syteline would be a plus.

Customer Service Representative

Prepared: February 2018 by Human Resource Approved: February 2018 by Human Resource Manager

 

 

• Experience: Minimum of five years’ experience in a customer service/ administrative position required. A background in a manufacturing environment is strongly preferred.
• Education: Associate’s degree in business administration is desirable. Experience may be considered in lieu of degree.

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