Customer Service Representative

We are on the lookout for a Customer Service Representative to join our manufacturing team based in Lakewood, New Jersey. In this role, you'll be the first point of contact for our customers, providing top-notch service and handling a variety of customer-related tasks.

• Accurately enter customer orders and generate quotes as needed
• Handle invoicing for international customers, including freight cost calculations
• Prepare necessary shipping and export documents for international clientele
• Process and retrieve ITN numbers for shipments
• Manage dealer applications and set up new dealers in our ERP system
• Generate miscellaneous invoices for domestic customers
• Respond to incoming calls from various stakeholders regarding order status and product inquiries
• Handle EDI order processing
• Prepare and distribute reports as required
• Maintain records through filing and paperwork upkeep
• Establish and maintain positive relationships with end-users
• Assist in training new team members
• Support the RMA Process and Sales Operations
• Address and resolve customer complaints
• Document all aspects of customer complaints
• Enter customer complaints into the ERP system
• Process returns and issue customer credits
• Assist Sales Operations with pricing discrepancies
• Support the distribution of annual price communications to customers. • Proven experience in a call center or a related customer service role within the manufacturing industry.
• Demonstrated ability to resolve customer queries and complaints in a detail oriented and timely manner.
• Excellent verbal and written communication skills.
• Proficiency in using customer relationship management (CRM) software and other relevant computer applications.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving skills with a customer-centric approach.
• Excellent interpersonal skills with the ability to build and maintain strong relationships with customers.
• Ability to work collaboratively in a team as well as independently.
• High level of patience and emotional intelligence to handle challenging customer interactions.
• Willingness to continually update job knowledge by participating in educational opportunities and reading detail oriented publications.
• Availability to work in shifts, during weekends, or holidays if required.