Customer Service Representative

Comar•Vineland, NJ

19h

About The Position

We are looking for a hardworking and enthusiastic Customer Service Representative to join our team and help us drive Operational Excellence throughout our network. This role involves understanding customer expectations, maintaining and improving service levels, and processing requests in a timely manner. The representative will also be responsible for maintaining existing revenue and profit, supporting account managers, and identifying business at risk. Key responsibilities include adhering to Standard Operating Procedures (SOPs) for order entry, customer complaints, pricing, samples, ECO notifications, and credit requests. The role also involves increasing revenue through proactive promotion of new products and entering won Salesforce projects. Participation in Total Process Improvement (TPI 3) teams and providing Voice of Customer (VOC) feedback are also expected. The company fosters training and professional development in a growing, fast-paced, customer-focused environment.

Requirements

A high school diploma or equivalent
3+ years of professional Customer Service experience in a manufacturing, logistics, or distribution environment.
A high level of interpersonal and communication skills to work across functional and organizational lines as well as communicate to external customers and constituents.
Comfortable with the use of computers and other electronic media including an understanding of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
Ability to organize and prioritize work to meet strict deadlines.

Nice To Haves

Previous experience with Salesforce and/or IQMS.
Familiarity with the Plastics Industry.

Responsibilities

Understand customer expectations; maintain and improve service levels within assigned customer base.
Respond in a timely manner to customers via email and/or phone.
Provide order confirmations within 24 business hours.
Process customer complaints within 24 hours.
Maintain existing revenue and profit within current assigned customer base.
Support account managers and provide proactive daily management of customers business.
Process requests for samples, quotes, and drawings within customer expectation.
Provide responsive and reliable service to customers as both the main Customer Service Representative (CSR) as well as the assigned back up.
Identify and communicate business at risk; work with internal team to resolve issues and mitigate lost business.
Access and adhere to department Standard Operating Procedures (SOP’s) for daily process and procedures, including but not limited to, order entry, customer complaints, pricing, samples, ECO notifications, and credit requests.
Complete workflow approval of acceptance of changed and/or new Customer Service SOP’s.
Utilize internal escalation process for business at risk and all other situations that would apply.
Increase system proficiency and become a power user in the Enterprise Resource Planning Software, IQMS and the Customer Relationship Management system, SDFC.
Drive to reduce CSR created errors and errors that result in parts being returned or credit being issued.
Proactively promote new products to customers.
Obtain a clear understanding of products and capabilities for all Comar facilities.
Provide reliable responses to customer inquiries.
Enter, process, and close won Salesforce (SFDC) projects for an increase in business or a new product for existing customers.
Increase company revenue within current assigned customer base.
Participate within a TPI 3 team.
Provide Voice of Customer (VOC) feedback within the project(s).
Participate in self-development training.