Senior Customer Service Representative

2 weeks ago


Bristol, United States Synerfac Full time

*Full-time, first shift opportunity
8am - 5pm M-F

A premier manufacturer local to Bucks County, PA, is searching for a Customer Service Representative for their Sales department. As a Customer Service Representative, you will deliver exceptional support to our esteemed customers. This role involves addressing inquiries, managing customer portals, resolving intricate issues, and ensuring superior customer interactions. The ideal candidate is entrepreneurial, results-driven, embraces learning, and thrives in a dynamic, high-energy environment.

Responsibilities:
* Offer comprehensive product and service information, addressing customer needs and resolving issues effectively.
* Establish and update customer accounts, ensuring accurate record-keeping.
* Address and resolve customer complaints by identifying root causes and providing optimal solutions.
* Collaborate with management for problem-solving and ensure follow-through for issue resolution.
* Input Return Material Authorizations (RMA"s) into the AS400 ERP system and coordinate with production control for prompt product returns/replacements.
* Process new customer purchase orders and make necessary adjustments.
* Coordinate with Production Control, Purchasing, and Engineering to confirm ship dates for new orders.
* Monitor and manage customer open orders to ensure timely delivery.
* Maintain open communication regarding delivery status commitments with Production Control and Management.
* Respond to customer inquiries via phone and email professionally and promptly.
* Document customer interactions accurately in the CRM platform (Microsoft Dynamics 365).
* Input quote requests into the AS400 system as directed by Regional Sales Account Managers.
* Collaborate with Engineering, Purchasing, and Account Managers to deliver timely quotations.
* Provide quotes for standard Gowanda catalog products.
* Work with Regional Sales Account Managers and Engineering for custom product quotations.
* Analyze customer feedback and trends to pinpoint opportunities for service improvement.
* Exemplify high-quality customer service and uphold company standards consistently.
* Achieve or surpass Customer Service performance metrics.

Job Requirements

Requirements:
* Bachelor"s degree or equivalent practical experience.
* At least 5 years of customer service experience, showcasing proficiency in handling complex customer issues.
* Proficiency in SAP, EDI, CRM, and MS Dynamics is required.
* Strong problem-solving skills, attention to detail, and a commitment to delivering timely solutions.
* Excellent communication and interpersonal abilities, comfortable interacting with customers and colleagues across all organizational levels.
* Self-motivated with the ability to work independently and collaboratively.
* Skillful in prioritizing tasks to meet and exceed customer expectations consistently.
* Knowledge of electronic components is advantageous.



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