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Customer Service Representative

2 months ago

Youngstown, United States Engtal Full time

Customer Service Representative

$26/$28 PH

Youngstown, OH

Permanent


We are looking for a detail-oriented and customer-focused Service Representative to join our team. In this role, you will be responsible for providing exceptional customer support, managing orders, handling claims, and supporting sales activities. You will also assist with supply chain management, forecasting, and providing product/service information to resolve customer issues efficiently and accurately. Our goal is to maintain excellent service standards and achieve a high level of customer satisfaction.


Key Responsibilities:

  • Manage various administrative tasks, including handling incoming calls, processing orders, responding to inquiries, and maintaining database information.
  • Understand and address customer needs to ensure satisfaction.
  • Communicate effectively with customers, sales reps, and manufacturing reps.
  • Build and maintain strong customer relationships through open and interactive communication.
  • Provide accurate and complete information using appropriate methods/tools.
  • Handle customer complaints, offer solutions within time limits, and follow up to ensure resolution.
  • Perform pricing administration tasks, including data entry, monitoring, updates, and reporting.
  • Collaborate with Procurement and Engineering on requotes as needed.
  • Oversee customer supply chain management, stocking requirements, and forecasting reviews.
  • Assist Engineering with maintaining current drawing specifications and item description management.
  • Keep records of customer interactions, quoting, and outstanding issues, and manage customer accounts and documents in the CRM application.
  • Proactively engage with customers to anticipate needs, forecasts, and expected changes.
  • Conduct outbound calling campaigns and manage account-specific sales activities.
  • Serve as the lead contact for designated C & D accounts.
  • Participate in other tasks and special projects as required.


Qualifications:

  • College education (Associate’s degree preferred; Bachelor’s a plus).
  • 2-4 years of proven experience in customer support and order management, preferably in the made-to-order steel or steel service center industries.
  • Experience with supply chain management, forecasting, and stocking programs is preferred.
  • Strong written and verbal communication skills.
  • A proven track record of exceeding quotas and excellent teamwork abilities.


Technical Skills:

  • Proficiency in MS Office, especially Word, PowerPoint, Excel, and Outlook.
  • Strong Excel skills preferred.
  • Basic math and writing/grammar skills.


Abilities:

  • Customer-oriented with the ability to adapt and respond to various personalities.
  • Flexible, patient, and empathetic to customer issues.
  • Strong reasoning skills and the ability to upsell and cross-sell products and services.
  • Ability to work in a fast-paced environment while multitasking and maintaining a positive attitude.

Additional Skills:

  • Excellent phone communication and active listening skills.
  • Familiarity with CRM and ERP systems.
  • Ability to prioritize tasks and manage time efficiently.
  • Creative problem-solving skills.


Competencies:

  • Adapts well to changes and new information.
  • Learns and applies job-related information effectively.
  • Builds trust and maintains confidentiality.
  • Builds strong relationships with customers and colleagues.
  • Focuses on customer needs and exceeds expectations.
  • Takes initiative and is proactive in achieving goals.
  • Organizes work effectively and meets quality standards.
  • Maintains performance under pressure.
  • Participates actively as a team member.
  • Sets high standards and is self-motivated to achieve goals.