Customer Service Representative

Ravago Americas•Twinsburg, OH

6d•Onsite

About The Position

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and as such is tasked with formulating plans to address each situation with creativity, openness, and geniality. Customer service is responsible for decreasing the order error rate and increasing customer satisfaction. They are required to develop and strengthen account relationships.

Requirements

Excellent written and oral communication skills
Ability to create, enhance, and maintain customer relationships
Handles fast paced and stressful situations well
Exceptional customer service skills
Self-motivated with the ability to work accurately and efficiently
Maintain organization amongst a process flow with moving pieces
Skilled in investigating issues and formulating creative solutions
High School diploma required
Experience with export processes and documentation is required
Proficiency in English required

Nice To Haves

Bachelor's degree or related training equivalent preferred
Minimum of 5 years of relevant work experience in similar title and scope of responsibility – preferred
Experience with ERP Systems (Datacor preferred) is a plus.

Responsibilities

Independently manage customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction
Enter customer orders into the sales software efficiently and correctly
Communicate with customers regarding order status making sure the customer has the most up to date information
Fulfill orders with appropriate inventory
Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency
Acts as the front line resolution manager for incoming questions and complaints using discretion on how to address and devising appropriate solutions and alternatives
Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness
Exhibits tact, patience, and diplomacy while wading through complex problems
Coordinate with outside warehouses and determine best plan of action for scheduling pickups and deliveries.
Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing
Completes special projects for the Director of Customer Experience as needed
May include other duties as assigned