Customer Service Representative

4 weeks ago

San Marcos, United States PIERCAN USA Full time

**Position Summary**: Customer Service Lead ensures customers have a great experience, serves as a front line experienced professional that is responsible for leading Customer Service team to answer questions or concerns from customers, managing workflow, provide hands on support to local and international sales teams in different time zones, handling directly difficult issues and escalate problems when required. Customer Service upholds the standards of the company while servicing our customer base and providing a superior experience; he/she assists Business Operations Manager on day to day activities and oversee all customer service needs for the company (carbon composite bladders and containment gloves units).

**Responsibilities**:

- Provide a superior customer experience in every interaction with customers.
- Assists Business Operations Manager in the daily operations of the company.
- Define and monitor daily activities of customer service operation, assist customer service team with duties where required and ensure Customer Service team provides highest level of customer support while following company policies.
- Handle all customer interactions (i.e. conversations, phone calls) and log/track customer needs, simultaneously, build and improve our customer experience to preemptively address customer concerns before they happen.
- Responsible for resolving complex or escalated issues from customers, keeping the customer in mind while following business guidelines.
- Responsible for managing performance of the Customer Service team and using coaching methods in areas to train individuals.
- Identifies system and workflow enhancements to increase efficiencies within the team.
- Determine training opportunities and system enhancements for CRM, ERP, and Order Management systems for Customer Service Team
- Manage Customer Experience reporting for all management staff to review (i.e. Customer Complaints, RMA status, On Time Delivery/Reschedule Report, etc.
- Other duties may be assigned.

**Qualifications/Additional Skills Aptitude**:

- Exceptional communication skills, proactive and friendly, conscientious and diligent, committed to contributing to operational goals in a positive, productive way.
- Superior customer service mentality with strong focus on delighting customers.
- Proven success at improving customer satisfaction, workflow processes and productivity within customer service team.
- Self-motivated, be able to multi-task and manage time efficiently
- Constant prioritization is a required skill for success in this position
- Detail oriented, resourceful, and thorough in completing projects.
- Able to effectively handle stress situations and work under pressure/deadlines.
- Experience working in manufacturing company is strongly preferred.

**Education / Experience**:

- 2 years minimum experience in a customer service environment on lead or supervisor role
- Associate Degree degree preferred.

Pay: $24.00 - $25.00 per hour

Expected hours: 40 per week

**Benefits**:

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

Experience level:

- 2 years

Shift:

- Morning shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Work Location: In person

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