Sr. Customer Service Representative

Wieland North America•Parsippany, NJ

3d•Hybrid

About The Position

Wieland is hiring a Sr. Customer Service Representative. The CSR will be responsible for providing superior customer service starting from inception of order through delivery of products, taking a more proactive approach to identify customer needs and opportunities for further engagement. This role is located in Parsippany, NJ and will be hybrid with scheduled time onsite.

Requirements

Customer focused attitude and orientation
Ability to apply superior judgement and decision-making skills.
Unshakeable dedication to on-time delivery of products and services
Thorough understanding of basic math including unit conversion and fractions to decimals
Time management and organization skills, and the ability to prioritize workload.
Extreme attention to detail and accuracy of information
Unquestionable integrity and trustworthiness
An adaptable, flexible, and reliable problem-solver
Superior verbal and written communication skills
Working knowledge of MS Office, especially Excel, and sales management tools and databases
Solid understanding of commonly used concepts, practices and procedures within sales and distribution.
Exceptional people skills and the ability to build and maintain strong relationships.

Nice To Haves

Sales or Business education preferred but not required.
Minimum of 7 years’ experience as an Inside Sales Rep or Customer Support Specialist preferred.
Metals Industry experience preferred but not required.

Responsibilities

Foster long-term relationships through strategic, courteous, and trustworthy communication.
Anticipate customer needs and proactively suggest solutions.
Maintain an expert-level understanding of all products and services and provide technical or advanced guidance to customers and junior colleagues.
Lead efforts to investigate and resolve complex product and service issues, coordinating with multiple departments when necessary to ensure complete customer satisfaction.
Collaborate with internal teams across departments to ensure seamless execution of customer orders, utilizing a thorough understanding of internal processes to proactively mitigate potential bottlenecks.
Work to exceed agreed-upon booking and billing targets, focusing on both retention and growth of key accounts by identifying upselling and cross-selling opportunities.
Lead the RMA process, ensuring key customer returns are handled efficiently and in alignment with company policies.
Ensure that all customer communications are responded to promptly and thoroughly, fostering trust and accountability, especially with high-profile customers.
Contribute to positive EBITDA outcomes by practicing advanced commercial excellence.
Support revenue growth by ensuring key customers receive value-added service and consultation.
Support the development of less experienced customer service representatives, acting as a mentor and providing guidance on complex customer interactions and account management best practices.