Customer Service Representative

Customer Service Representative

Position serves as the primary operational link between external clients and internal cross functional teams. This role delivers high touch customer support, drives rapid issue resolution, and collaborates closely with engineering, logistics, shipping, and finance departments to uphold exceptional service standards and drive customer satisfaction.

Key Responsibilities

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• Client Relationship Management
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Serve as the dedicated account lead for regional distributors, commercial contractors, and field sales teams, providing seamless end to end service and territory coverage.

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• High Volume Case Management
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Manage heavy inquiry volumes regarding order status, product availability, inventory levels, and tiered pricing structures with exceptional accuracy and speed.

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• Claims and Returns Processing
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Facilitate and resolve customer complaints, Credit Claim Forms (CCFs), and Return Goods Authorizations (RGAs) within strict 24 hour SLA windows.

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• System Utilization and Data Integrity
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Maintain customer accounts and transactional records across enterprise resource planning (ERP) platforms and customer relationship management (CRM) databases.

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• Process Improvement and Quality
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Proactively identify operational bottlenecks, recommend workflow enhancements, and contribute directly to elevating company Net Promoter Scores (NPS).

Key Qualifications and Requirements

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• Experience
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Minimum 5 years of progressive customer service or client support experience within a complex manufacturing or industrial environment.

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• Education
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Bachelor degree in Business Administration, Communications, Supply Chain, or a related field is strongly preferred.

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• Technical Proficiency
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Advanced proficiency in Microsoft Office Suite (Excel, Outlook, Word). Prior working experience with enterprise ERP platforms such as JD Edwards (JDE), SAP, or Oracle is highly advantageous.

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• Core Competencies
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Exceptional verbal and written communication skills, outstanding multi tasking capabilities, strong conflict resolution skills, and a high attention to detail in fast paced environments.