Customer Service Representative- Customer Experience

Plymouth Tube Company•Warrenville, IL

1d•Onsite

About The Position

The Customer Service Representative (Technical Sales) is responsible for providing excellent customer service both externally and internally. This role requires developing an in-depth knowledge of company products and programs while building strong working relationships through timely and accurate day-to-day order fulfillment, involvement with pricing administration, and other customer-related activities. This position is onsite and requires daily presence at the Trent facility. Based on the candidate’s experience and skill set, responsibilities and scope may be broadened, with commensurate compensation.

Requirements

Bachelor’s or Associate’s degree preferred, OR High School diploma with 3+ years of customer experience in a manufacturing B2B environment (not a call center).
Working knowledge of manufacturing processes or strong aptitude and desire to learn.
Experience solving customer problems and managing complex situations.
Strong ability to multitask and prioritize.
Analytical and problem-solving skills.
Self-motivated with a high sense of urgency and resourcefulness.
Proficiency in MS Office and general computer literacy.
Excellent written and verbal communication skills.

Responsibilities

Initiates, processes, expedites, and revises customer orders as needed.
Provides timely and accurate information to customer order status and product inquiries; identifies customer requirements and specifications for quotes.
Adds new customers to Axiom/Epicor.
Manages turnkey programs with outside processors to ensure timely delivery to key customers.
Communicates regularly with key customers regarding order status, timeline updates, and order changes.
Maintains order schedules for mill visibility to support on-time delivery.
Evaluates customer complaints, documents in CSR database, investigates, and resolves or escalates as needed.
Acts as a customer advocate within Plymouth Tube.
Collaborates closely with sales, operations, finance, and other departments.
Adheres to established mill parameters.
Maintains proactive communication with customers and internal teams.
Informs sales of quotes, invoicing, credit matters, and customer issues.
Supports marketing, sales, and manufacturing with additional projects and administrative duties as needed.