Customer Service Representative

Description

SUMMARY/OBJECTIVE    

 We are seeking a customer service professional who thrives on autonomy and takes pride in delivering exceptional experiences. You will act as the face of our brand, interacting with our customers via multiple channels.  The ideal candidate is detail oriented to ensure accuracy in order processing, takes ownership of client issues, and strives to ensure customer satisfaction throughout the customer experience.  

 ESSENTIAL FUNCTIONS  

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels. 

 • Accurately inputs customer orders, ensuring that customer’s expectations regarding price, lead-time, shipping, etc. are understood and adequately met. In the event a customer’s expectations cannot be met, this role is responsible for communicating any discrepancies.  

• Assist customers with product information, order status, and delivery schedules.  

• Continually increase and refine your product expertise with minimal oversight to ensure adequate knowledge of all Aero product offerings. 

 • Coordinate with Manufacturing, Materials, Scheduling, Shipping, IT, etc. as needed to communicate customers’ needs clearly and effectively and ensure timely fulfillment of customer orders. 

 • Resolve customer complaints and issues effectively, striving for positive outcomes.  

• Maintain accurate records of customer interactions, orders, complaints, and feedback.  

• Collaborate with sales and marketing teams to relay customer feedback and market insights.  

• Works with team and management to continuously improve customer service processes to enhance customer satisfaction.  

• Follow company policies and guidelines to ensure compliance with all customer interactions.  

• Communicate with sales management to ensure system and published price lists, parts lists, and configurator are up-to-date and accurate. 

Requirements

 POSITION REQUIREMENTS 

• High school diploma or equivalent; associate or bachelor's degree preferred.  

• Previous experience in customer service or inside sales, preferably in a manufacturing or industrial setting.  

• Proficiency with computers, Microsoft Office and other customer service software, experience with ERP/MRP a plus. 

 • Problem solving skills and attention to detail.  

• Team player with a customer focused attitude.  

• Must have strong time management, including the ability to organize and manage multiple priorities in a fast-paced environment.  

• Must always maintain a positive and professional attitude with customers and internal personnel.   

• Advocate of process improvement. 

 • Commitment to company values.  

• Ability to work overtime as needed to support department goals. 

TRAVEL

Travel is typically 5% or less.  

SUPERVISORY RESPONSIBILITY  

This position has no direct supervisory responsibilities, but may serve as a coach, trainer, and mentor for other employees in the department.  

WORK ENVIORNMENT  

This job operates in a professional office environment.