Customer Service Representative

Job Title

Responsibilities:

• Establish relationships with customers by communicating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer.
• Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members.
• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
• Reviews orders after shipment for billing accuracy and any quantity item errors.
• Manages the issuing of credits, return authorizations and pallet returns.
• Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.
• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.
• Communicates with Sales Representatives and Plant Management as needed.
• Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices.
• Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
• Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.
• Performs other duties as assigned.

Requirements:

• Minimum 3-5 years customer service and inside sales experience required.
• Professional verbal and written communication.
• Strong customer service advocacy and problem-solving skills.
• Ability to multi-task and work in a fast-paced environment.
• Experience within manufacturing is preferred.
• Associate or bachelor's degree preferred but not required.
• ERP experience required, Sage X3 preferred.
• Microsoft Office Suite – basic to above-average computer skills including Excel.
• Ability to work with all areas of the business including plant and sales personnel.