Customer Service Representative

MAPEI•Deerfield Beach, FL

1d•Onsite

About The Position

Customer Service Representative Position Summary: Responsible for the timely and accurate processing of customer orders and for providing effective verbal and written communications with internal and external customers to support product selection, demand, and order fulfilment activities. Position reports to the National Customer Service Manager and provides very close liaison with the following departments: MRP, Sales, R&D, Production/Shipping & Receiving, Transportation, and Purchasing This position will be onsite each day at our headquarters in Deerfield Beach, FL

Requirements

High School Diploma or GED required.
Proficiency with Microsoft Office 365 Suite, including Outlook, Word, Excel, PowerPoint, and Teams.
Minimum of two years of industry experience or any equivalent combination of related training and experience.
Minimum of two (2) years’ experience as a Customer Service Representative.
AS-400 or other CRM enterprise-wide system experience strongly preferred.
Bachelor’s degree from a four-year college or university or the equivalent preferred.
Inside sales experience preferred

Responsibilities

Enters and manage customer orders, sample requests, demo requests, credit, and debit memos in AS-400.
Acts as the first point of contact for our customers and sales staff including but not limited to: basic troubleshooting response and follow-up, providing technical data sheets/documentation, etc.
Supports and assists the MRP Controller by providing information for right-sizing and timing for product demand for assigned customers.
Provides the input and assistance required to accurately and timely process, updating of the Customer Claims Tracker and Claims/RMA forms as needed, investigate, and resolve customer satisfaction issues.
Provides support for avoiding and eliminating aging and aged Finished Goods Inventory.
Assures that all internal/external inquiries are directed to the appropriate personnel for timely action. This includes inquiries from customers, sales representatives, management, etc.
Manages customer accounts professionally and efficiently.
Promotes a pro-active approach with customers to help reduce inventory levels, accounts receivables, and customer complaints.
Partners with the National Customer Service Manager to continuously improve the effectiveness of the Customer Service Department.
Promotes the quality system through adhering to the elements of and being familiar with the philosophy, quality statement, quality manual, and procedures.
Manages sales solicitation of customer base including existing accounts, dormant accounts, and potential new customers.
Determines customer satisfaction through the observation of daily communication and customer claims.
Supplies quotes to Field Sales and to our customer base upon request.
Performs other duties as required