Customer Service Representative

1 week ago

Bristol, United States ZAAS Full time

**Company Overview**:
part of our continued growth, we are seeking a highly skilled and experienced Customer Service Representative to join our team.
This position is located at Bristol PA and will report to the Customer Service Manager.

**Responsibilities**:

- Provide product and service information to customers, understanding their needs and resolving product/service problems.
- Open customer accounts and maintain customer records, updating their account information as needed.
- Initiate problem resolution by clarifying the customer’s complaint, determining the cause of the problem, identifying the best solution, and communicating it to the customer.
- When needed, collaborate with the management team to provide viable solutions, and follow up with appropriate parties to ensure problem resolution.
- Enter Return Material Authorizations (RMA’s) into the AS400 ERP system as requested by Quality or Regional Sales Account Manager. Collaborate with production control to ensure that customer products are returned/replaced as quickly as possible.
- Enter new customer purchase orders, and adjust orders as required.
- Work with Production Control, Purchasing, and Engineering (as needed) to acknowledge ship dates of all new orders in a timely manner.
- Manage customer open orders to ensure parts are delivered on time.
- Collaborate with Production Control and Management (as needed) to ensure timely

communication of delivery status against commitments.
- Keep accurate records of customer interactions and transactions in the CRM platform (Microsoft Dynamics 365).
- Enter quote requests into the AS400 system as requested by Regional Sales Account Managers.

Collaborate with Engineering, Purchasing and Account Managers to ensure quotations are delivered in a timely manner.
- Provide quotations for commercial-off-the-shelf products in the catalog.
- Collaborate with the appropriate Regional Sales Account Manager and Engineering to develop and deliver custom product quotations to customers.
- Analyze customer feedback and trends to identify opportunities for process optimization and service enhancement.
- Lead by example, consistently delivering high-quality customer service and upholding company standards and policies.
- Meet or exceed Customer Service performance goals.

**Requirements**:

- Bachelor’s degree or equivalent work experience.
- Minimum of 5-years of experience in a customer service role, with demonstrated proficiency in handling complex customer inquiries and concerns.
- Strong problem solving abilities and attention to detail, with a focus on delivering timely and effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact confidently with customers and colleagues at all levels of the organization.
- Proficient in using Microsoft Office Suite, ERP, and CRM systems.
- Ability to work independently and as part of a team.
- Ability to prioritize tasks to consistently meet customer expectations.
- Knowledge of electronic components is a plus.
- Pay: $25.00 - $30.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 5 years

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person

**Experience**:

- Customer service: 5 years (required)
- Electronics sales: 5 years (required)
- Manufacturing: 3 years (required)

Ability to Commute:

- Bristol, PA (required)

Ability to Relocate:

- Bristol, PA: Relocate before starting work (required)

Work Location: In person

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