Customer Service Representative- Customer Experience

Customer Service Representative - Trent

Ready to take the next step in your Plymouth career? Explore this exciting internal opportunity to grow your skills, expand your impact, and continue building your future with us.

About the opportunity:

The Customer Service Representative is responsible for providing excellent customer service both externally and internally. This role requires developing an in-depth knowledge of company products and programs while building strong working relationships through timely and accurate day-to-day order fulfillment, involvement with pricing administration, and other customer-related activities. This position is onsite and requires daily presence at the Trent facility.

Based on the candidate’s experience and skill set, responsibilities and scope may be adjusted.

WHAT YOU’LL BE WORKING ON

• Initiates, processes, expedites, and revises customer orders as needed.
• Provides timely and accurate information to customer order status and product inquiries; identifies customer requirements and specifications for quotes.
• Adds new customers to Axiom/Epicor.
• Manages turnkey programs with outside processors to ensure timely delivery to key customers.
• Communicates regularly with key customers regarding order status, timeline updates, and order changes.
• Maintains order schedules for mill visibility to support on-time delivery.
• Evaluates customer complaints, documents in CSR database, investigates, and resolves or escalates as needed.
• Acts as a customer advocate within Plymouth Tube.
• Collaborates closely with sales, operations, finance, and other departments.
• Adheres to established mill parameters.
• Maintains proactive communication with customers and internal teams.
• Informs sales of quotes, invoicing, credit matters, and customer issues.
• Supports marketing, sales, and manufacturing with additional projects and administrative duties as needed.

WHAT YOU’LL NEED TO SUCCEED:

• Bachelor’s or Associate’s degree preferred; however, candidates with a High School diploma and 3+ years of customer service experience in a manufacturing B2B environment (not a call center) will also be considered.

• Candidates with working knowledge of Plymouth manufacturing processes, along with a strong aptitude and desire to learn, may also be considered even without prior CSR experience. 

• Experience solving customer problems and managing complex situations.
• Strong ability to multitask and prioritize.
• Analytical and problem-solving skills.
• Self-motivated with a high sense of urgency and resourcefulness.
• Proficiency in MS Office and general computer literacy.
• Excellent written and verbal communication skills.

WHAT WE OFFER YOU:

• Opportunity to work with fast-paced and supportive Customer Service team with opportunities to learn, grow, and gain broad exposure across the business

• Medical, Dental, Vision, HSA, FSA
• 401(k) with company match, Life Insurance, STD/LTD
• 100% tuition reimbursement (including books & reasonable expenses)
• Wellness Program / Lifestyle Rewards / Employee Assistance Program (EAP)
• Paid Time Off & Holidays
• Career growth opportunities – gain broad exposure across the business

Job Type: Full-time

Benefits include:

• 401(k) with an employer match
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift