Customer Service Representative

1 day ago


Bethany, United States LATICRETE Full time
Job Title: Customer Service Representative

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.
Requirements:
  • 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.
Education:

High School diploma required; AS degree preferred.

Travel:

5-10% travel required.



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