Industrial Fabrics Customer Service Representative

Seaman Corporation • Wooster, OH

2d

About The Position

Seaman Corporation is seeking an Industrial Fabrics Customer Service Representative to join our Operations team! This position will report to the Customer Experience Director in Wooster.

The IF Customer Service Representative will ensure that Industrial Fabrics customers receive the highest level of service possible. The IF CSR maintains expert knowledge about company products and services. This role serves customers by providing product and service information and resolves product and/or service issues promptly to ensure a high level of customer satisfaction. The IF Customer Service Representative processes orders, prepares general correspondence, and coordinates with other functions as required. This role will determine the best method to resolve complex customer service problems to ensure customer satisfaction while adhering to organizational policies. The IF Customer Service Representative will inform customers of procedures or resolution of problems and follow up to ensure customer satisfaction. They are responsible for customer experience from the first contact through the order process.

Requirements

• 2-3 years of customer service experience
• Professional attitude with excellent interpersonal and communication skills.
• Strongly organized, pays attention to detail and able to multi-task.
• Ability to problem solve in an often-fast paced environment.
• Proficient in Microsoft Office products, specifically Excel, Power Point and Word, additionally SalesForce and Oracle.
• Ability to work as a team member and independently as needed.

Nice To Haves

• Associate or bachelor’s degree in business or related field, or equivalent combination of education and relevant experience

Responsibilities

• Acts as a liaison by providing product/service information, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.
• Provides primary customer service and sales support for a specific US region.
• Answers all (email and phone) inquiries for Customers and or Sales Reps.
• Order entry and verification:
• Process phone, credit card or e-mail purchase orders from customers.
• Establish new accounts in Oracle as needed.
• Clarify order details, i.e. ship via, shipping method, standard order quantity etc.
• Review stock levels.
• Review of all orders for pricing accuracy confirming all pricing with Product Managers as needed.
• Secure production when necessary- create MFR in Seaman 360, work with schedulers to insure on time to promise based on customer requested ship dates.
• Order Management:
• Review Open Order List daily for issues or to verify ship dates with the Fabrication and Shipping Departments
• Realign orders when needed.
• Track orders.
• Coordinate order changes.
• Apply proper reason codes in regard to date maintenance in Oracle to ensure proper metric reporting.
• Coordinate shipment internally and externally.
• Provide shipping information to customers based on request.
• Review credit holds with Credit Manager based on new order status or Open Order List -act as a liaison as needed to resolve credit hold issues.
• Process Debit/Credit memos.
• Enter any quality or complaint issues into Seaman 360 Ticket System and follow thru to resolution.
• Enter Quick Responses into Seaman 360 as required for custom products as well as color matching requests.
• Support the Industrial Fabrics outside sales force and collaborates frequently with them.
• Maintain expert knowledge about Seaman Corporation, our products, and services.
• Provide product recommendations to customers.
• Provide accurate quotes upon request for IP/Military products.
• Competency in military products and codes and specifications.
• Provide pricing based on an established price list for GEO/STR customers.
• Work with customers to provide forecasts to manufacturing when required.
• Prepare for and participate in Demand Forecast planning monthly.
• Provides back up to other CSRs when necessary.
• Travel to attend trade shows, customer visits and sales meetings as needed.
• Performs other duties as assigned.

Benefits

• Company performance bonus in addition to base salary
• Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
• Professional development opportunities including tuition reimbursement, course training, and networking
• A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
• Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree