Customer Service Representative II

Trulite Glass & Aluminum Solutions•Bixby, OK

20h•$19 - $22

About The Position

Senior-level position that provides customer service support to the organization by telephone, fax, or email by obtaining, analyzing, and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action for complex customers and issues as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Identifies and contributes with the generation of potential sales leads to the organization. Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, territory account managers, and data entry clerk.

Requirements

2-5 years of customer service or relevant experience and High School Diploma or equivalent required.
Glass and aluminum industry experience strongly preferred; candidates without architectural glass and aluminum experience MUST have prior customer service experience in a manufacturing environment.
Experienced user of Microsoft Office 365 suite.
Must be able to multi-task, be organized, efficient, and accurate.
Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
Listening skills and data collection with attention to detail are essential.
Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Must pass criminal background check.

Responsibilities

Answer customer service calls within the first three rings.
Receives, processes and verifies the accuracy of orders from customers utilizing the company’s internal CRM/Axapta mainframe system and customer purchase orders.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate departments.
Assists in proofreading entered orders and ensures that the correct codes are being applied prior to final confirmation.
Collaborates with the scheduling/production and department leads to make sure that the requested order(s) meet the customer’s expectations.
Handles or refers complaints of product or service failure to the appropriate department for investigation.
Conducts follow-up phone calls within 2 hours to respondents who have concerns or questions.
Prepares price quotations on items not contained in price book and prepares quotations.
Works with the organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
Answers customer’s technical questions regarding products and services.
Modify quote status once order has been placed to ensure visibility and uniformity amongst sales team.
Attends regular customer service department meetings.
Support and participate in the organization’s continuous improvement program and product training courses.
Perform other related duties and provide back-up support to other group members as assigned by management.