Customer Service Representative

Composites One • Goshen, IN

1d

About The Position

As a Customer Service Representative, you will provide excellent care for our customers by serving as their primary point of contact. You will respond to customer inquiries, ensure accurate order entries, provide non-technical problem resolution, anticipate customer needs and perform general organizational support. You will maintain customer accounts and coordinate communication on active and back-orders, which requires analysis of customer needs and a cross-functional partnership with the other Customer Service and/or Technical Teams to ensure we meet customer expectations.

Requirements

• 3+ years related experience and/or training in a non-retail customer service environment
• Familiar with standard concepts, practices and procedures related to customer service
• High school diploma, G.E.D. or equivalent
• Proficient in MS Office, including Word and Excel
• Ability to learn internal database and software systems

Nice To Haves

• Experience in a business-to-business account support and distribution role
• SharePoint, Outlook, and Teams experience
• Associate's degree in a business-related field

Responsibilities

• Effectively facilitate the order fulfillment process in a manner that promotes building and maintaining positive, effective relationships with customers and Team Members.
• Ensure timely and accurate order entry to achieve on-time delivery for stocked and non-stock items
• Complete customer quotes
• Respond to inquiries received through phone, email, chat, B2B and/or written correspondence from customers and Team Members
• Resolve billing and order issues
• Oversee new customer and new item set-up following internal processes
• Monitor customer inventory and alert the sales and procurement functions when adverse stocking levels occur
• Devote the time necessary to fully understand customers’ business; display a genuine interest in each customer’s specific business needs, including product stocking requirements/forecasts, document support, etc.
• Maintain accurate customer pricing in the ERP system; confirm price supports and update records accordingly, provide basic price quotes while adhering to target margin guidelines, collaborating with Sales Reps and Sales Managers.
• Collect the necessary information from customers, buyers, and sales reps to provide the Price Support Team with the relevant data to input and maintain pricing and customer product usage information in the ERP System.
• Communicate with the Sales and Price Support Teams when necessary to confirm all pricing (including price support) and update all records accordingly.
• Utilize internal communication methods to effectively communicate across all functions.
• Understand basic product knowledge to support customers and engage sales reps and technical support when appropriate.
• Effectively communicate with all customers and Team Members to serve as liaison between all parties involved in the order fulfillment process.
• Immediately and actively communicate all special requests, modifications to orders, backorders and shipping delays or canceled orders to appropriate customers and team members.
• Collaborate effectively with Team Members to provide seamless service to customers.

Benefits

• Our Team Members are eligible for annual bonuses and profit sharing because when the company thrives, we all benefit.
• Explore our comprehensive health, retirement, wellness, and professional growth programs in detail here .

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED