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Customer Service Representative
Manage order processing and customer communication to ensure on-time shipments and high satisfaction
Mechanic Falls, Maine, United States
Junior
yesterday
ITW Performance Polymers
A global manufacturer specializing in industrial adhesives, sealants, coatings, lubrication, and cutting fluids for maintenance and repair operations.
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Customer Support Job Description
Order Management
- Process sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging and other related customer expectations.
- Review daily open orders and work with Production team as necessary to understand and minimize delays to on-time, complete shipment for assigned customers.
- Resolve all EDI and web order issues with the processes established and within the guidelines for the department.
- Maintain comprehensive filing system of paperwork support in accordance with file retention guidelines.
Customer Communication
- Provide answers and respond to customer queries via phone, email, and online website chat, courteously and consistently using established guidelines.
- Learn and apply product knowledge to effectively and correctly answer customer queries. Keep up with developments and enhancements of products.
- Work with team to identify and implement improvements to support high customer satisfaction ratings
Customer Experience Management
- Work with appropriate departments to get errors resolved in a timely manner, maintain master customer information and keep all databases up to date.
- Be proactive in bringing forth problems. Recommend potential improvements / resolutions for department and/or customer issues.
- Review and communicate changes to monthly scorecards. Work with team to identify and implement improvements to support high customer satisfaction ratings
Qualifications
- High School Diploma or equivalent
- Minimum of 3 years related work experience (Experience is defined as working as a customer service representative in a fast-paced environment handling multiple functions)
- Customer Service experience with both OEM & distribution sales channels a plus.
- Excellent written and verbal communication skills
- Experience working in a manufacturing environment is a plus.
- Strong knowledge of Microsoft Office (Outlook, Excel, PowerPoint).
- Ability to perform basic mathematical calculations as they relate to calculating pricing, revenue, and margin
About ITW Performance Polymers
A global manufacturer specializing in industrial adhesives, sealants, coatings, lubrication, and cutting fluids for maintenance and repair operations.