Customer Service Representative

C.H. Guenther•San Antonio, TX

15d•Onsite

About The Position

At C.H Guenther & Sons, we pride ourselves on being customer focused. The Customer Service Representative is responsible for engaging with customers on behalf of the company while providing an excellent experience. The Customer Service Representative is responsible for managing customer accounts and will act as a liaison to provide product information to resolve issues with accuracy and efficiency.

Requirements

Must have at least a high school diploma or the equivalent.
Must have at least one year of customer service experience.
Must have a knowledge of customer service principles and practices to elevate customer experience.
Must have critical thinking and problem solving skills to resolve escalated customer issues.
Must have organizational and initiative ability for time management; adapt to fast-pace environment.
Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internal and external.
Must have ability to analyze and interpret daily reports.
Must have experience using an ERP systems.
Must have strong skills with Microsoft Office; Word, Excel, PowerPoint, SharePoint.

Nice To Haves

A college degree is preferred.
3 years of experience preferred.
Previous experience in Manufacturing or Operations a plus.
Experience with SAP is preferred.

Responsibilities

Responsible for managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve high performing goals.
Collaborate with multiple internal departments; Distribution, Marketing, Sales, Research & Development, Accounting, to manage sales orders and resolve issues in timely manner.
Balance inventory of products with multiple plants to meet customer case fill rates.
Answer consumer phone calls while providing product knowledge to resolve inquires.
Utilize spec sheets through website portal.
Manage customer portals; new order requests, order confirmations, cancellations, changes.
Contribute to team effort with process documentation to promote efficiency and effectiveness.
Address customer incidents and communicate to Customer Service team member for processing with QA Team.
Performs other duties as assigned.