Customer Service Representative
1 day ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at LATICRETE International. As a key member of our customer service team, you will be responsible for providing exceptional service to our domestic customers, ensuring their needs are met, and resolving any issues in a timely and professional manner.
Key Responsibilities:- Provide top-notch customer service to domestic customers via phone, email, and other communication channels.
- Efficiently manage inbound phone queue to minimize hold times and ensure timely resolution of customer inquiries.
- Process orders, invoices, and credit memos accurately and efficiently using JD Edwards's system.
- Collaborate with cross-functional teams, including Sales, Logistics, Warehouse/Plant, Finance, Marketing, and Procurement, to ensure seamless customer service.
- Follow established processes and procedures to handle phone orders, provide order status updates, and look up part numbers and pricing information.
- Maintain organized customer files, both hard copies and electronic files, as required.
- Communicate professionally with internal and external customers, demonstrating personal ownership and accountability for tasks and follow-through.
- Provide dedicated product and/or account support as required based on seasonality and demand.
- Assist the Core team with CS system issues and provide tier 1 troubleshooting training to other CSRs.
- Act as the Subject Matter Expert for all Customer Service issues.
- Aid during internal and external audits by representing the local team during the audit and pulling documents necessary to complete.
- Compile and distribute action items from daily production meetings, including backorders and other potential product issues.
- 3 years' experience in a professional Customer Service environment.
- At least 2 years' experience in Customer Service at LATICRETE or comparable industry experience.
- 2 years' experience with JD Edwards preferred.
- Excellent communication and interpersonal skills.
- Intermediate to Advanced knowledge of Microsoft Office (Word, Excel) and Microsoft Outlook.
- Physical ability to lift, move, and/or carry a minimum of 25 pounds.
High School diploma required; AS degree preferred.
Travel:5-10% travel required.
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