Customer Service Representative

Ideal Tridon•Auburn Hills, MI

13d•Onsite

About The Position

The Ideal Tridon Group is seeking a high energy, multi-tasker, customer-oriented service representative with experience in a fast-paced manufacturing environment for their Auburn Hills, MI office. This Customer Service Representative (CSR) will act as a liaison, provide product/services information, and resolve customer issues with accuracy and efficiency. The CSR will also collaborate with the Production Scheduler to determine new ship dates for customers. Problem-solving is a key aspect of this role, requiring confidence in troubleshooting and investigation when necessary. The goal is to ensure excellent service standards, respond efficiently to inquiries, and maintain high customer satisfaction.

Requirements

High School Diploma is required.
Proven customer service (3+ years), preferably in a Manufacturing environment.
Track record of over-achieving quota.
Strong phone contact handling skills and active listening.
Must be comfortable working in a team environment as well as individually.
Knowledge working with price structures, BOM’s, Part #’s, Unit of measures, Weights/dims.
Familiarity with CRM systems and practices.
Familiar with LTL carriers, UPS/Fed Ex.
Customer Orientation and ability to adapt/respond to different types of problems.
Excellent communication and presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
Proficient in Excel & creating spreadsheet.
Ability to learn our products and components.
High energy & Multitasker a must.
Enjoys working in a fast-paced manufacturing environment.

Nice To Haves

Associate's Degree is preferred.

Responsibilities

Manage incoming calls.
Enter customer orders in ERP system accurately and efficiently.
Enter Credits, create RMA’s, update data ERP system.
Learn products and understand how they work.
Work closely with the Production Scheduler to determine new ship dates for customers.
Work with Freight carriers to schedule pick ups, or follow-up on tracking.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Meet personal/customer service team sales targets and call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.