Customer Service Rep

4 days ago

Chester, United States Roto Frank of America I Full time
Roto North America is a subsidiary of Roto Window and Door Technology, a global leader in window and door hardware, with 15 production plants and more than 30 subsidiaries worldwide. Through its 2 companies, Roto Frank of America, Inc. and Roto Fasco Canada, Inc., Roto North America has been manufacturing and offering a variety of leading North American and European window and door hardware products in the USA and Canada.

To learn more about Roto Frank of America please visit us at: Welcome - Roto North America

Customer Service is one of the initial points of contact to the customer and has a key role in supporting the company's mission of providing Superior Customer Value.

Attention to detail and proficiency with data entry are key responsibilities in this role.

Responsibilities:
  • Interacts with customers via telephone or email to provide support and information on products, service and order status inquiries.
  • Enters customer orders in SAP.
  • Process & monitor customer sample requests
  • Ensures that appropriate actions are taken to resolve customer's problems and concerns.
  • Answer incoming phone calls
  • Redirect incoming calls to appropriate department
  • Scan sales orders and supporting documentation into SAP
  • Support outside sales staff including Business Region Managers and Independent Reps
  • Work closely with production and shipping departments to meet throughput time requirements
  • Active participation in weekly Shop Floor meetings
  • Active participation in continuous improvement events and training
  • Maintain customer back-order lists
  • Work with Inside Sales team to ensure excellent customer service is being delivered
  • Performs other related duties as assigned.

Work Environment:

This position operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, copiers, scanners, printers.

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 20 pounds at times.

Minimum Required Education:

  • Associate's degree in business administration, or similar (relevant experience can substitute for education)

Required Work Experience:

  • 3 + years of Customer Service Experience

Essential skills:
  • Proficient in MS Office skills with the ability to learn new software.
  • SAP experience preferred
  • Proficiency with Data Entry
  • Focus and attention to detail with respect to customer specific programs
  • Ability to function well in a high-paced and at times stressful
  • Excellent organization skills
  • Excellent communication skills including active listening and adaptability.
  • Service-oriented and able to resolve customer inquiries.

Benefits:

Roto offers an attractive salary and benefits package:
  • 401(k)
  • 401(k) matching
  • Employee assistance program
  • Employee discount program
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Short Term Disability insurance
  • Voluntary Long Term Disability insurance
  • Paid time off
  • Paid Holidays

Pay Range:

The Pay Range for this position is between $22- $25 hourly. The actual pay range will depend on varying circumstances and individualized factors, such as job-related knowledge, skills, experience, and other objective business considerations. The pay range listed here has been provided to comply with local regulations and represents a potential hourly pay range for this role.

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