Customer Service Representative

Washington Mills•North Grafton, MA

13d•Onsite

About The Position

The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Customer Service Supervisor with accountability in a matrixed role to Sales and Operations. This position works in a small office environment and is part of a bigger company.

Requirements

Experience working in an ERP system
Calm, upbeat and steady demeanor
Organized
Excellent phone presence
Good communicator and a great listener
Not afraid of the phone and like talking to customers
Cheerful, people-oriented person with a business-like and helpful manner
Can work in a fast-paced environment and are motivated to help out wherever it is needed
Able to work Monday-Friday, 40 hours per week, in an office environment
Comfortable using Office365 products
Experience using an ERP & CRM

Nice To Haves

Detail-oriented and enjoy coordinating multiple channels of communication
Enjoy manufacturing and working for a U.S. manufacturer
Enjoy a job with responsibility and juggling orders, lead times, customer questions, inventory and logistics
Enjoy developing external relationships
Interest in getting answers for customers and communicating with them frequently
Spanish speaking a plus

Responsibilities

Enter orders into ERP system accurately
Communicate with production and sales to fill customer orders and maintain effective lines of communication
Pro-actively manage customer orders and spot opportunities to up-sell as well as steer orders based on plant scheduling
Maintain continual communication with customers via phone and email, taking orders, updating order status
Customer Invoice and Billing
Track and report on customer complaints
Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
Run and read inventory reports
Attend quality, safety and other meetings as necessary