Customer Service Rep

M2S Group•Nekoosa, WI

10d

About The Position

As a Customer Service Representative at Nekoosa, you will be the frontline connection for customers, providing accurate information and resolving inquiries about products, services, and technical support with professionalism and care. The role focuses on delivering exceptional service, troubleshooting issues, and ensuring error-free order processing while exceeding performance standards and staying up to date on company offerings. You will work closely with Sales to understand customer needs and support annual territory business objectives. The role contributes to organization development by complying with department guidelines and standard operating procedures and participating in safety and wellness programs. It also supports core results by meeting operational metrics, improving departmental performance, responding promptly to customer requests, and coordinating with other departments as needed. You will help the company achieve sales targets through strong relationships with the Business Development Manager and territory customers, learning Nekoosa divisions, assisting with day-to-day sales and customer support, and helping other territories during absences or busy periods.

Requirements

Excellent verbal and written communication skills.
Strong problem-solving skills and the ability to remain calm under pressure.
Ability to multitask and manage time efficiently.
Proficiency with computers and call center software.
High school diploma or equivalent.

Nice To Haves

Previous customer service experience, preferably in a call center environment.
Associate or bachelor's degree.

Responsibilities

Comply with department guidelines and standard operating procedures.
Participate in safety and wellness programs.
Meet or exceed operational, performance, and quality metrics and continually work to improve departmental performance.
Respond promptly to customer requests, coordinating with Operations, Finance, Sales, Marketing, and R&D as needed.
Answer inbound calls and respond to customer inquiries in a timely and professional manner.
Provide accurate information about products, services, orders, shipping, technical support, and company policies.
Troubleshoot and resolve customer issues, complaints, and concerns with a focus on customer satisfaction.
Enter complex orders accurately and without error.
Stay current on product knowledge and company policies.
Build strong relationships with the Business Development Manager and territory customers to support sales targets.
Learn each Nekoosa division to effectively support customers.
Assist the Business Development Manager with day-to-day sales and customer support.
Support other territories during Customer Service Representative absences or busy periods.