Sr. Customer Service Representative

C.H. Guenther•San Antonio, TX

17h•$24 - $41

About The Position

At C.H. Guenther we pride ourselves on being customer focused. The Sr. Customer Service Representative is responsible for engaging with customers on behalf of the company while providing a positive experience. The Sr. Customer Service Representative is responsible for managing customer accounts and will act as liaison to provide product information to resolve issues with accuracy and efficiency. In addition, they will support the business by leading internal service meetings and providing service data for leadership.

Requirements

Must have at least a high school diploma or the equivalent. A college degree is preferred.
Must have at least three years of customer service experience; 5 years preferred. Previous experience in Manufacturing or Operations a plus.
Must have knowledge of customer service principles and practices to elevate customer experience.
Must have critical thinking and problem-solving skills to resolve escalated customer issues.
Must have organizational and initiative ability for time management; adapt to fast-paced environments.
Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internally and externally.
Must have ability to analyze and interpret daily reports.
Must have experience using ERP systems; experience with SAP preferred.
Must have strong skills with Microsoft Office, Word, Excel, PowerPoint, SharePoint.
Work requires functioning as a team leader.

Nice To Haves

Previous experience in Manufacturing or Operations a plus.
experience with SAP preferred.

Responsibilities

Responsible for managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve high performing goals.
Collaborate with multiple internal departments; Distribution, Marketing, Sales Research & Development, Accounting, to manage sales orders and resolve issues in a timely manner.
Balance inventory levels amongst multiple production facilities to meet customer case fill rates.
Answer consumer phone calls while providing product knowledge to resolve inquiries. Utilize specification sheets through website portal.
Manage customer portals, new order requests, order confirmations, order shortage notifications, cancellations and changes.
Lead internal service meetings; define root cause and corrective actions to service disruptions.
Oversee the customer incident process in collaboration with the Quality team.
Facilitate documentation workflow, coach customer service team on policies and procedures.
Prepare and analyze service level reports, present to customers during business reviews.
Perform other duties as required.