Customer Service Representative
About The Position
Ice-O-Matic has been a leading manufacturer of commercial ice machines and ice storage bins for the food service industry around the world since 1952. Ice-O-Matic serves a variety of industry segments including health care, education, hotels, convenience stores, restaurants and bars, office and workplace. Ice-O-Matics line of products can cover any commercial ice need. Ice-O-Matic is committed to delivering high quality products through efficient and innovative production processes. Our manufacturing plan thrives on a high-volume, repetitive environment and we are seeking a talented Key Account Specialist to join our dynamic team. If you have a strong passion for customer care and strive for world class customer support in an internation equipment manufacturing organization. We want to hear from you! The CSR is responsible for ensuring a seamless customer experience by managing incoming inquiries, processing orders accurately, and maintaining high standards of communication and efficiency. The role requires proficiency in relevant software, strong product knowledge, and adherence to company processes and quality standards.
Requirements
- Experience in customer service, order processing, or a related field.
- Strong multitasking skills and attention to detail.
- Proficiency in relevant order management and communication software.
- Ability to manage customer interactions with professionalism and efficiency.
- Strong written and verbal communication skills.
- Adherence to in-person attendance policy.
Responsibilities
- Phone Support & Communication Handle inbound calls efficiently while minimizing Calls Missed and Downtime. Ensure accurate call routing, reducing Erroneous Transfers (non-service/warranty). Maintain a high Calls Taken rate while upholding service quality. Adhere to company standards to achieve a strong QA Overall Score.
- Order Processing & QAD Management Accurately process Manual Order Entry, LP Order Entry, and Service Link Orders in QAD. Minimize Order Error Qty by ensuring attention to detail and adherence to procedures. Handle Return Process Qty and maintain accuracy, reducing Return Process Error Qty. Process Credits (Credit Processed Qty) and ensure high Credit Processed Accuracy.
- Email & Inquiry Management Maintain high Response Time standards for customer inquiries. Process Tracking Requests, Lead Time & Availability Requests, and Freight Quotes. Effectively handle Warm Lead Transfers and resolve External & Internal Dead End Inquiries. Ensure professional communication through Email Etiquette and product knowledge. Address Product Information Inquiries with accurate responses.
- Software Proficiency Operate within QAD, Outlook, Freightwise, FileZilla, Service Link, and Ariba to manage daily tasks efficiently.
- Product Knowledge Understand and apply Product Nomenclature, International Caveats, and have a basic understanding of equipment for accurate order entry.
- General Knowledge & Process Adherence Maintain awareness of Site Locations for order processing and logistics. Utilize QAD Shortcuts to improve efficiency. Follow Escalation Process Adherence to resolve complex issues. Develop expertise in Order Processing Vocabulary to ensure precise communication.
Benefits
- Ice-O-Matic offers competitive salary and comprehensive benefits packages.
- As well as opportunities for professional growth and development.
- We thrive in fostering a supportive and collaborative work environment.
- In addition to the base salary this position is eligible for an annual profit-sharing bonus.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
