A JPS Customer Service Representative will provide a world class commercial experience for our customers. Primary job functions will include but are not limited to providing product/services information, answering questions, quoting product lead-times & MOQ’s, pricing, entering PO’s, resolving emerging problems with accuracy and efficiency.

Become intimately familiar with our product line and common customer concerns
Learn the JPS AS400
Follow Standard Work as well other responsibilities that may be added to the role
Answer customer questions, assist with order modifications, and resolve any customer issues / concerns in a friendly and professional manner
Work with the internal team and customers to create and provide solutions
Coordinate and work closely with the logistics team and shipping providers
Keep detailed notes (organization is key!) of customer interactions, and provide follow up as needed
Manage substantial amounts of incoming phone calls and emails
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with accounts through open, frequent and interactive communication
Meet personal/customer service team sales targets
Handle customer complaints, provide appropriate solutions and follow up to ensure resolution
Participation in process improvement teams
Maintain customer profile information
Backup for CSR team when appropriate
Follow JPS procedures, guidelines, and policies

Qualifications

A passion for providing outstanding customer service
Come to work with a friendly and positive attitude
Experience as a Customer Service Representative
Strong communication, listening and phone skills
Proficient in written communication
Ability to adapt to fast paced environment and manage time effectively
An adaptive learner and self-starter
Prepared to handle a constant flow of emails / messages from customers and team members
2- or 4-year degree preferred
Ability to work occasional overtime, as needed

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