Manufacturing Customer Service Representative

PROMAT INC•Maryville, TN

7d•$50,000 - $54,000•Hybrid

About The Position

At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry. At Etex, we seek to make a meaningful impact on the on the lives of our customers and our communities. The Customer Service Representative role will be the focal point for internal customers, with a business centric focus. CSRs are reactive, driving processes, finding answers, and solving problems. This position has a focus on issue resolution and streamlining internal communication. They will work together with our supply chain and planning functions to increase customer satisfaction (both internal and external). This position is a dynamic role that owns the order fulfillment process and creates value through ensuring that customers get the best experience throughout all steps of the customer journey. The ideal candidate for this role is someone who can thrive in a fast-paced ever-changing environment that requires resilience and determination to meet the demands of all stakeholders within the industries we serve. Ability to prioritize, follow-through, attention to detail, and accuracy are critical in this position.

Requirements

Experience dealing with customers via, phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendors.
Associate or Bachelor Degree plus one year of previous job related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years’ experience building and managing customer relationships.
Positive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially important.
Proficiency in Microsoft Office; Word, Excel, and Outlook required, PowerPoint preferred.
Capable of building solid trusting customer relationships through strong customer focus at each customer touchpoint.
Exceptional problem solving and analytical skills and the ability to think independently.
High attention to detail and accuracy.
Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day.
Must be a committed team player who seeks to do the right thing for the team, customer and business.
Experience working in a team environment and at ease identifying issues and raising questions.
English speaking.

Nice To Haves

Experience with SAP a plus.
Experience in Customer Service for technical or industrial products.
Experience with MRP, order entry, or CRM systems.
Experience in a manufacturing environment.

Responsibilities

Make independent decisions on issues of escalation and resolution.
Consistent awareness of customer needs and the ability to proactively manage those needs by mitigating problems and providing solutions that the customer can value.
Ensure incoming customer purchase orders are reviewed and acknowledged and passed through the internal contract review procedure to begin the order process.
Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, and shipping.
Assist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization when necessary.
Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution.
Manage backlog; Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments, identify issues, seek solutions, and communicate resolutions to the customer care team.
Maintain a positive professional disposition in all customer situations, internal and external.
Active participant in company safety processes to include wearing the proper safety equipment and ensuring all visitors to our facility, including drivers adhere to this process.
Actively work on projects and company initiatives with the support and guidance of the Customer Service Lead, Customer Order Fulfilment Manager, and other key team members