Customer Service Representative

Texarkana Aluminum•Texarkana, TX

1d•Onsite

About The Position

The Customer Service Representative manages the customer order cycle process, servicing assigned accounts by handling metal buying, bookings, order entry, scheduling, pricing, status checks, releases, shipment, and claims resolution, while also resolving related problems involving the plant, marketing, and credit departments. The role involves establishing and enhancing effective relationships with customer contacts to make TCI-TKA the preferred supplier. Responsibilities include developing an in-depth understanding of the business unit's flat rolled products, their properties, manufacturing flow paths, characteristics, sizes, and benefits to effectively serve customers. The representative creates quality documents by translating customer requirements into detailed manufacturing instructions. They prepare written quotations, use inside selling techniques, quote pricing, and respond to inquiries regarding product information, delivery, samples, and literature. CSRs are also engaged in telemarketing, initiating calls to current, inactive, or potential customers to solicit additional business. They must obtain an in-depth understanding of the customer's end use and processes to collaborate with the Commercial Team and Supply Chain Department for world-class customer service. CSRs are expected to actively engage with Outside Sales in soliciting new business and manage customer's make and hold inventory levels at pre-authorized thresholds. The incumbent is required to work cooperatively with all levels of internal and external customers, demonstrating interpersonal astuteness, collaboration, and professionalism.

Requirements

Detailed knowledge and proficient use of key systems and processes.
Conversant with aluminum products and manufacturing processes, sales administration procedures, as well as plant and marketing organizations.
Excellent communication skills.
Elicited confidence and made effective use of human relations skills to establish rapport with the customer base and co-workers.
Good writing skills.
Math skills.
Computer literacy.
Ability to extract data from the database and reach conclusions from the data.
Ability to communicate and make recommendations for addressing problems or opportunities.
Ability to work with little to no supervision.
Very low order entry error mistakes.
Detail-oriented.
Recognized and measured as a strong, consistent, and flexible contributor by the manager.
Recognized and used as a resource by others; positively influences others and aims to improve services of the Customer Service Department.
Effective time management skills.
Expert understanding of products and their flow paths sold within the business unit.
Strategic, forward-thinking approach and results-oriented.
Able to identify and implement continuous improvement initiatives.

Responsibilities

Manage the customer order cycle process, responsible for servicing the assigned accounts including but not limited to metal buying, bookings, order entry, scheduling, pricing, status checks, releases, shipment, claims resolution, and resolving related problems involving the plant, marketing, and credit.
Establish and/or enhance effective relationships with customer contacts to create a customer preference for TCI-TKA to be their preferred supplier.
Develop an in-depth understanding of the business unit's flat rolled products, their physical and mechanical properties, manufacturing flow paths, characteristics, sizes, and benefits to be able to effectively serve customers.
Create quality documents by being able to translate customer requirements (including dimensions, tolerances, specifications, and quality parameters) into detailed instructions used by manufacturing to produce customer orders.
Prepare written quotations and use inside selling techniques, quote pricing, and respond to inquiries regarding product information, delivery, samples, literature, and related data.
Follow up as needed.
Engage in telemarketing, initiating calls to current customers, inactive customers, or potential customers to solicit additional business.
Obtain an in-depth understanding of the customer's end use and their processes to understand the needs of each customer.
Use this information in a collaborative effort with the Commercial Team and Supply Chain Department to provide world-class customer service to the customer base.
Actively engage with Outside Sales in soliciting new business.
Manage customer's make and hold inventory levels at pre-authorized thresholds.
Work cooperatively with all levels of internal and external customers.