Customer Service Representative

3 weeks ago

New Berlin, United States Trulite Glass & Aluminum Solutions Full time
Job Description

This role is not open for submissions from outside staffing agencies


 


What Brought You Here



  • Pay Range: $18 - $23.50
  • Day Shift Hours: Monday - Friday, 8 AM – 5 PM OT as needed
  • Benefits starting DAY ONE

Who You Are:


A customer service representative that makes it a priority to ensure the customers have the support they need.  The successful candidate will provide support to the organization by telephone, fax, or central workflow systems by obtaining, analyzing, verifying the accuracy of order information and customer requests in a timely manner. Initiates and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained


What You Will Be Doing:


Customer Service Functions:



  • Answer customer service calls within defined Key Performance Indicators.
  • Receives, prepares, and verifies the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders.
  • Initiates required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicates changes to the appropriate departments.
  • Assists in proofreading entered orders and ensures that the correct information is being applied prior to final confirmation.
  • Collaborates with the scheduling/production department to make sure that the requested order(s) meet the customer’s expectations.
  • Handles or refers complaints of product or service failure to the appropriate department for investigation.
  • Conducts follow-up phone calls within 2 hours to respondents who have concerns or questions.
  • Prepares price quotations on items contained in the price book creates quotations as required.
  • Works with the sales, organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
  • Answers customer’s technical questions regarding products and services.
  • Attends regular customer service / branch meetings.
  • Perform other related duties and provide back-up support to other group members as assigned by management.
  • Training team members on processes, products and service value.
  • Handle complex customer projects and issues.
  • Manages daily customer back orders.
  • Ensure correct warranties are distributed as requested.
  • Adhering to AR processes to meet internal and customer requirements.
  • Backup for processing of COD/CIA payments.
  • Maintains appropriate working relationships with internal and external customers

Supervisory Responsibility:



  • This position has no direct supervisory responsibilities but may work in a matrix management environment and take direction from a Regional/Customer Service/Project Manager.

Customer Service:



  • Reinforce Trulite’s mission and values, by fostering the company’s expectations for customer service.

Training:



  • Participates in training when required.

Skills you bring:



  • 2-5 years of customer service or relevant experience and High School Diploma or equivalent required.
  • Related glass and aluminum work experience preferred.
  • Must be able to multi-task, be organized, efficient, and accurate.
  • Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
  • Experienced user of Microsoft Office 365 suite.
  • Listening skills and data collection with attention to detail are essential.
  • Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.
  • Must pass criminal background check.

Why Trulite:


Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short/long-term disability coverage to protect you financially if you should incur a non-occupational illness or accident.


Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed.  The employer match for your HSA, if you choose to participate, is also vested immediately at 100%, improving your financial health.


Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.


We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

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