Customer Service Representative

2 months ago

Brighton, United States KEM KREST Full time
Job Details

Job Location
Brighton Bldg A - Brighton, MI

Salary Range
$18.00 - $18.00 Hourly

Description

Mission:

CSR will maintain the order processing & customer service needs for a base of customer accounts. CSR will also assist in resolving issues timely for our OEM and manufacturing customers as well as their respective dealership customers.

Key Outcomes (KPI'S):

Outcome: Customer Service Representative Role
  • Good decision-making skills.
  • Ability to handle customers diplomatically and effectively
  • Learn appropriate customer communication practices.
  • Begins to learn company policies and procedures.
  • Learning Kem Krest values but new to company culture.
  • Learn basic product knowledge.
  • Normally follows established, standard procedures on routine work, requires instructions only on new assignments.
  • Makes recommendations for new procedures.
Outcome: Exceptional customer service and support
  • Build strong relationships with our customer base.
  • Review orders for accuracy & duplicates.
  • Enter Orders - per customer needs & KK's monthly production schedule.
  • Track and release backorders.
  • Maintain product returns through RMA's & CAF's.
  • Maintain dealer needs (order status, shipping status and quality concerns).
  • Track/check order status.
  • Makes recommendations for new procedures.
Outcome: Customer Account Back-Up for department
  • Review orders for accuracy & duplicates.
  • Track and release backorders.
  • Maintain dealer needs (order status, shipping status and quality concerns).
  • Maintain product returns RMA's & CAFs.
Outcome: Ideal Candidate
  • Provide an extraordinary customer service experience.
  • Make sound decisions focused on maximizing the benefit for all key stakeholders.
  • Maintain compliance with all company policies and procedures.
  • Strong multi-tasking skills to maintain multiple accounts using several business processes.
  • Detailed and organized with a strong attention to detail.
  • Perform related duties as assigned by supervisor.
  • Good Attendance, being a team player.
  • Excellent interpersonal, written and communication skills.
  • Problem resolution skills
  • Public speaking/presentation skills.
  • Self-Driven, Demonstrates initiative
Core Competencies:

Optimizes Work Processes:
  • Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Communicates Effectively:
  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Demonstrates Self-awareness:
  • Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Nimble Learning:
  • Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Situational Adaptability:
  • Adapting approach and demeanor in real time to match the shifting demands of different situations.
Qualifications

Strengths to be Successful:
  • Pleasant, positive manner in person, by e-mail, and on the telephone.
  • Strong analytical skills.
  • Work cooperatively and collaboratively to creatively solve problems for our customers.
  • Embrace continual improvement.
  • Strong end-user computer skills in windows-based systems, including ERP applications.
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
  • Work independently and to carry out assignments to completion.
  • Two or more years of experience in a customer service-related field/customer facing position, manufacturing and/or distribution company is preferred.
About Kem Krest:

Kem Krest is a certified minority-owned business (MBE) and leading provider of Total Program Management for our customers through Supply Chain Optimization, Chemical Packaging, End-to-End Fulfillment and Aftersales Solutions. We have over 45 years of experience working with Original Equipment Manufacturers (OEMs) in the Automotive, Agricultural, Power Sports, Heavy Duty, Retail and Defense industries.

Kem Krest has 12 locations throughout the U.S. and Canada: Indiana (Elkhart, Bristol, Carmel); Michigan (Brighton, Fowlerville); Wisconsin (Pleasant Prairie); Arizona (Phoenix); Ontario (Oakville); and Alberta (Edmonton).

Our Culture:
At Kem Krest, we're inspired by hardworking people who want to impact our industry and community. Our team members are the key to our company's success and essential to our promise: "Customer Focused, Solutions Driven".

Our workplace embraces fun and celebrates achievement. We invest in people. We employ those who share our passion/mission and work to enrich our business model. We understand that each member of the team is a representative of our organization. We foster an inclusive environment that allows for expression of ideas and creativity. We serve our communities and manage our organization through the principles of servant leadership. We maintain a "Customer First / Associate First" philosophy.

Benefits:
  • Competitive Pay
  • Generous PTO (Paid Time Off) and Paid Holidays
  • Profit Sharing Program
  • Healthcare Insurance Coverage Plans
  • Company Paid Life Insurance
  • Tuition Assistance
  • Matching 401k Program
  • Company Parties, Events and focus on FUN

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