Customer Service Representative

KEYSTONE FOAM PA LLC • Derry, PA

4h • Onsite

About The Position

The Customer Service Representative will process and manage customer inquiries and concerns, while using research skills to troubleshoot customer issues.

Requirements

• 1 to 3 years in customer service role
• Excellent verbal and written communication skills
• Experience working with ERP, preferably E2
• Exceptional organizational skills with strong attention to detail
• Proven ability to effectively work in fast paced environment
• Ability to multitask and prioritize tasks effectively
• Able to communicate clearly, empathetically and professionally with customers
• Experience in ERP or E2
• Experience with CRM (Customer Relationship Management) systems
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Strong skills in document creation and formatting using Microsoft Word
• Basic to advanced knowledge of spreadsheet creation, data analysis, and reporting in Microsoft Excel
• Excellent time management and multitasking abilities
• Patience in dealing with challenging customer situations

Nice To Haves

• Experience reading part prints and/or the ability to interpret technical drawings is a plus.

Responsibilities

• Proactively provides accurate and timely updates regarding shipment status, tracking, delivery schedules and other logistics-related inquiries
• Collaborates with internal teams to track shipments, monitor delivery statuses and provide proactive updates to customers
• Coordinates with shipping to schedule pickup and delivery appointments
• Resolves customer issues in real time and escalate potential solutions to client success managers and operations team members
• Understands customer needs and escalate opportunities to improve the customer experience
• Resolves customer account issues in a timely and professional manner
• Manages pricing process based on customer requirement
• Processes customer RMAs and credits in a timely manner.
• Develops and maintains the CSR and order administration procedures.
• Navigates ERP system (E2) to manage and access data

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees