Customer Service Representative

We are in the process of recruiting a Customer Service Representative, providing a contract to hire employment opportunity in CUYAHOGA FALLS, Ohio. This role will be set in the manufacturing industry where the representative will be expected to manage customer interactions, maintain client records, and ensure customer satisfaction through efficient service.

Responsibilities:

• Facilitating the customer onboarding process, providing them with a comprehensive understanding of how our operations work.
• Keeping up-to-date with our product offerings and lead time information to effectively address customer queries.
• Offering technical information about our products as required and directing customers to relevant personnel for complex technical inquiries.
• Maintaining an accurate record of customer account information and keeping the respective Territory Sales Manager informed about all activities related to each customer account.
• Proactively building customer relationships through regular check-in calls.
• Monitoring orders through routine exception reports and intervening when necessary to ensure smooth progress and customer satisfaction.
• Proactively notifying customers and sales representatives about potential shipment delays and revised dates on customer orders.
• Investigating customer issues and processing credit memos, debit memos, and return material authorizations as needed to resolve these issues in a timely manner.
• Enhancing the customer experience proactively while also providing feedback to help us improve our offerings.
• Evaluating our customer support processes, devising improvements, measuring results, and iterating.
• Learning each function of the department as applicable. • Proficiency in answering inbound calls and managing inbound and outbound calls effectively.
• Exceptional customer service skills with a focus on resolving issues promptly and professionally.
• Ability to perform data entry tasks accurately and efficiently.
• Proficient in managing email correspondence, ensuring timely responses and follow-ups.
• Experience with order entry in a manufacturing setting is desired.
• Proficiency in Microsoft Excel for data management and reporting purposes.
• Candidates should demonstrate a strong work ethic, attention to detail, and the ability to multitask.
• Excellent communication skills, both written and verbal, are required.
• Should possess problem-solving skills and the ability to make decisions under pressure.
• A positive attitude and the ability to work as part of a team is essential.
• Previous experience in a customer service role within a manufacturing industry is advantageous.