Customer Service Representative

CommScope•Shakopee, MN

22h•Onsite

About The Position

The Customer Service Representative is responsible for cultivating customer relationships for current/potential customers by utilizing excellent and developing knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures. Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs. This is an onsite role in Shakopee, MN requiring all 5 days in the office each week. The Customer Service Representative will follow developed procedures pertinent to the effective and efficient operations of Customer Service and develop new procedures as necessary. They will monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participating in the development of same. They will facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and status. They will act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling. They will assist in resolving customer disputes by preparing or assembling supporting documentation. They will develop knowledge of Cable Exchange and relevant CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations. They will provide customers with product literature and documentation when necessary or appropriate. They will report and manage daily sales/production reports and metrics. They will perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties. They will provide support and backup assistance to peers. They will communicate with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues. They will set customer expectations and priorities for the supply chain (not just expedites). They will identify opportunities to improve efficiency and enhance customer satisfaction and appreciation. They will perform other duties assigned and unassigned that are required by the needs of the business. They will participate in ongoing product, process, and business skills training. They will develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintain them over time. They will support and participate in overall business development activities of the company. They will develop, update, and improve communication methods and tools.