Customer Service Representative- Customer Experience

Plymouth Tube Company•Salisbury, MD

41d•Onsite

About The Position

Customer Service Representative Celebrating 100 years in 2024, Plymouth Tube Company is a fifth-generation family-owned, precision metals manufacturer. Our products include tubing, extruded shapes, and cold-drawn shapes spanning specialty carbon, alloy, stainless steel, nickel alloy, and titanium. Headquartered in Warrenville, Illinois, with 5 plants in the U.S. and 1 in Germany, Plymouth is known for offering industry-leading service levels and unique technical innovations. We have a culture guided by these four values: People, Customer Focus, Community & Environment, and Long-Term Orientation. These values serve as pillars to support our mission statement: ‘We are committed to providing products and services that meet or exceed our customers' expectations. Plymouth Tube is looking for an enthusiastic, ambitious team member to join our Customer Service team. This person must embrace change, be self-motivated, and inspire others inside and outside the department. The individual should be able to communicate directly and openly with all levels in our organization YOU’LL BE RESPONSIBLE FOR: The Customer Service Representative is responsible for providing excellent customer service both external and internal. Must have an in-depth knowledge of the company products and programs while establishing a working relationship through timely and accurate day-to-day order fulfillment, involvement with pricing administration and other customer duties.

Requirements

Bachelor’s Degree or Associates Degree preferred OR,
3+ years customer experience in a manufacturing environment.
Working knowledge of manufacturing processes and/or aptitude and desire to learn.
Experience in solving customer problems.
Proven ability to multi-task and prioritize.
Attention to details and accuracy is a must.
Strong analytical skills.
Must be self-motivated, have a high sense of urgency, be able to problem solve complex situations, be resourceful.
Must have a high degree of personal integrity in dealing with co-workers.
Must be computer literate and proficient with MS Office.
Excellent oral and written communication skills are required.

Responsibilities

Initiates, processes, expedites, and revises customer orders as needed.
Provides timely and accurate information to incoming customer order status and product knowledge requests and identifies customer requirements & specifications.
Adding new customers to Axiom
Manages turnkey programs with outside processors ensuring timely delivery to key customers.
Communicates with key customers on a weekly basis on issues such as order status, making timeline revisions as well as changes & modifications to orders and communicating information to managers.
Identifies customer requirements and accurately responds to customer inquiries.
Maintains order schedule for mill visibility to ensure on time delivery.
Evaluates customer complaints, initiates process by entering information into CSR database, investigates & determines findings, resolves customer issue and / or delegates to appropriate department manager to resolve.
Acts as a customer advocate inside Plymouth Tube
Collaborates closely with sales, operations, finance, and other departments.
Adheres to established mill parameters.
Proactive in customer interactions.
Informs sales of new quotes, invoicing, credit, customer issues, etc.
Support marketing, sales and manufacturing departments with additional projects and administrative duties as needed.