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Customer Service Associate

3 months ago

Lafayette, United States The Wright Group Full time
Job DescriptionJob DescriptionSalary: $18-20 hr DOE

Job Description: 

This person is responsible for supporting the existing sales force and customer base. They will assist in maintaining the highest level of customer service provided by the company.  This position  works directly with the regional sales managers and in order to manage customer requests in a timely manner. 

Job Responsibilities: 

This position is directly responsible for overseeing and maintaining the internal project request log as well as supervising and assisting customer service representatives with pricing and day to day operation.

 

Duties and Day-to-Day Responsibilities, but not limited to the following:

  • Log and maintain customer requests submitted by regional sales managers and customers.
  • Work directly with sales staff, customer service representatives, document control department and formulators in an effort to complete customer requests in a timely manner.
  • Provide consistent status updates to customers and maintain customer satisfaction through meeting requested deadlines.
  • Supervise customer service representatives by providing training, counseling, assistance, discipline and communicating job expectations.
  • Provide assistance to customer service representatives as needed in an effort to handle overload or work overflow.
  • Make improvements to customer service quality by analyzing existing procedures, reviewing with CEO and implementing new policies where necessary.
  • Composes letters from standard responses, prepares customized responses according to the particular needs of the inquirer.
  • Obtain shipping quotes from freight forwarders to determine the cost based on the quantity requested by the customer.
  • Creates product price sheets based on the product, price, and quantity to be submitted to the sales team member.
  • Creates Blanket Purchase Orders (BPO) and MNDA for the Customer Service Manager for review and submittal
  • Assist with pricing when needed

Minimum Training, Education and Experience Requirements:

  • Bachelors Degree or 1-2 years of inside sales and customer service 
  • Provide leadership and be able to operate under pressure in order to meet tight deadlines.
  • Excellent Excel, Word, Access and Outlook skills.
  • Necessary characteristics include: being a self-starter, goal-oriented, attention to detail, team-oriented, ability to have positive interactions with other professionals without being critical and ability to multi-task.
  • Excellent communication, technical writing, decision-making and people skills.

Behavior Competencies:                                             

To perform the job successfully, the individual must demonstrate the following competencies:

  • Set Vision and Strategy – Articulates a vision of the future. Consider the organization’s mission, strategy, strengths and weaknesses when making decisions. Translates the business vision and strategy into actionable work plans and goals.  Aligns   individual strategy to organizational strategy.  Communicates a consistent message of the vision of employees.
  • Build the Organization and Inspire People – Creates an entrepreneurial environment. Encourages calculated risk-taking.  Maintains high energy and a positive attitude in challenging situations.  Motivates employees and builds a team spirit.  Serves as a role model for others.  Supports an ethical work environment.  Builds effective teams whose members have complementary strengths.
  • Knows the Business – Envisions the future by using global marketplace, technology, and business knowledge. Collects and analyzes issues/trends that affect the business.  Identifies and acts upon cross-organization or cross-business opportunities.  Possesses and leverages broad industry knowledge.
  • Drive for Results – Encourages employees who are innovative. Holds others accountable for delivering on their goals.  Recognizes, rewards, and promotes people based on their performance, results, and development.  Coaches others to guide their development.
  • Make Difficult Decisions – Balances and/or reallocates limited resources as conditions change. Makes the difficult decisions, whether related to poor performance of people, projects, or businesses.  Quickly acknowledges crisis situations and takes timely corrective action.  Makes midcourse corrections as business conditions change.
  • Encourage an Open Environment and Knowledge Sharing – Provides honest, accurate feedback to subordinates and peers, whether positive or negative. Openly shares relevant information.  Encourages the expression of different points of view.  Promotes an environment of knowledge sharing.

Work Environment:     

  • Office, laboratory, and manufacturing environment.
  • Ability to manage a fast paced operation that can run 24/7 and that includes a dedicated group of Quality minded professionals
  • Overtime and travel to trade shows is required.