Customer Service Representative

Magnum Venus Products Inc•Lenoir City, TN

About The Position

Magnum Venus Products (MVP) is a global manufacturer of fluid movement and production solutions for industrial applications in composites and adhesives markets. MVP collaborates with its customers to offer tailored production solutions to meter, mix, dispense, and apply materials. For over 80 years, MVP has been a leading equipment provider for the marine, infrastructure, pool and bath, oil & gas, transportation, aerospace, and wind industries. As a family-owned business, MVP serves its customers and communities with integrity and respect to create a better experience. Our same core values with which the company was founded on 80 years ago continue to guide us today as we create a better experience for our employees, customers, and communities. The Customer Service Representative (CSR) provides professional support to customers and the MVP sales team, managing order inquiries, lead times, order review, documentation, and customer communication from initial contact through order fulfillment. As a key point of contact in a fast-paced environment, the CSR’s professionalism directly influences customer satisfaction, loyalty, and long-term relationships.

Requirements

2+ Years of Customer Service Experience
Proficiency in Microsoft Office (Outlook, Word, Excel)
High School Diploma or GED
Uphold MVP company values (Family. Friendly. Forward.)
Excellent interpersonal and communication skills both written and verbal
Active listening: identifies concerns and responds appropriately
Critical thinking with the ability to dive deep into situations to provide effective solutions
Empathy, maintains patience and composure in difficult situations
Product /Service Knowledge: Willingness to learn the product line to better support our customers
Attention to detail: Accurately records information and follows processes
Adaptability, adjusts to changes in systems, policies, and customer needs
Accountability, takes ownership of tasks and outcomes, follows through on commitments, makes informed decisions and accepts results, demonstrates reliability and consistency, team player.

Responsibilities

Answer customer and sales inquiries via phone and email for order/lead time requests for both parts and unit orders providing an initial response within two hours.
Track information in real time and proactively communicate to customers on order status to include shipment ETAs, notification of shipment to include tracking information, packing slips and invoices in a timely manner.
Perform review of quotes received from sales prior to submission to customers.
Perform order review comparing purchase orders against the quote and ensuring they align with MVPs standard Terms & Conditions as well as any other applicable documents prior to order entry.
Create quotes as needed and enter a sales order from purchase orders received via fax or email for both domestic and international customers.
Create and maintain reports for customers as requested.
Assist customers with product return inquiries by providing an information request form and forwarding the details to the RMA inbox for quality/service review and disposition.
Serves as support for accounts receivable for any questions related to the customer’s account.
Other duties as assigned.