Customer Service Representative

Role overview

Responsibilities

• Cultivate customer relationships using product knowledge and CRM processes.
• Manage order input, scheduling, expediting, tracking, alternative materials, shipment, and invoicing.
• Monitor procedures and delivery programs to meet customer expectations and improve service operations.
• Resolve customer issues and disputes; provide supporting documentation and negotiate solutions.
• Handle calls and website inquiries about order entry, confirmations, acknowledgments, changes, and status.
• Coordinate with Sales and Planning on projects, completion timetables, and scheduling risks.
• Provide product literature and develop knowledge of product functionality.
• Manage daily sales and production reports and metrics.
• Set customer expectations and supply-chain priorities; identify efficiency and satisfaction improvements.
• Support peers, maintain cooperative relationships, participate in business development and training, and improve communication tools.

Required qualifications

• Three or more years of customer service or sales support experience.
• Experience using Microsoft programs, including Outlook, Excel, and Word.

Desirable qualifications

• SAP experience is desirable.
• Familiarity with copper and fiberglass is desirable.
• Fast-paced environment experience, a positive attitude, and an associate or bachelor's degree are desirable.

Compensation and benefits

• Expected salary range is USD 52,000–60,000, based on hired level and experience; salary is stated annually.
• Benefits include medical, dental, vision, life and accidental death insurance, a 401(k), and participation in the Company Incentive Plan.
• Eligible employees receive eleven paid holidays in a full calendar year, two weeks of paid vacation prorated by start date, and other leave options.