Manufacturing Customer Service Representative III

1 week ago

Romeoville, Illinois, United States Sato America Full time
Job Title: Customer Service Representative III

SATO America is seeking a detail-oriented, service-focused Customer Service Representative III to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our customers.

Job Summary:

The Customer Service Representative III will be responsible for:

  • Providing hands-on customer service experience with a customer-centric approach
  • Responding to general product questions from both our partners and customers
  • Resolving complex or unusual requests and problems that may require a customized response
  • Communicating solutions or requested information to the customer
  • Providing updates to other internal teams on customer service needs and factors that contribute to customer satisfaction
  • Training new employees on policies and work instructions
  • Participating in ISO Quality Audits as needed
  • Supporting Enterprise or key customers
  • Participating in customer account activity meetings on demand
  • Obtaining and processing customer orders
  • Managing customer expectations by clearly communicating our commitments
  • Preparing orders and answering customer and sales inquiries
  • Interacting with customers and internal departments to confirm customer requirements, obtain quotes, and request part numbers
  • Serving as the liaison between the business, the sales organization, and our customers
  • Problem resolution, including order management and recommendations to Operations to drive production schedules to meet customer needs
  • Effectively multi-tasking and managing a high volume of email and incoming calls
  • Accepting and entering service calls and notifying technicians of customers' needs
  • Submitting paperwork to manufacturing and sales to obtain correct work and price estimates
  • Reviewing customer stock inventory to ensure product levels are maintained
  • Maintaining records of releases and providing customer-specific reports
  • Analyzing, establishing, and recommending customer-centric solutions with a professional demeanor, tact, and an ability to maintain positive relationships with both internal and external customers
  • Performing various clerical work, such as data entry and filing
  • Performing all duties safely following company policies and procedures
  • Maintaining a professional demeanor and resolving customer complaints in a professional manner
  • Ability to work well both independently with minimal supervision and in a collaborative team environment
  • Flexibility to work overtime when needed to meet business demands
Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Associate degree (A.A.) or equivalent from two-year college; or four plus years related experience and/or training; or equivalent combination of education and experience
  • Solid working knowledge of Microsoft Office Suite
  • Knowledge of Oracle, Microsoft D365, or other ERP & business system software
  • Excellent verbal, written, and interpersonal communication skills
  • Excellent critical thinking skills to analyze and solve problems and provide customer-centric results
  • Diligent and detail-oriented
  • Ability to manage competing priorities, shift gears to react to urgent scenarios, and meet daily commitments
  • Independently performs a wide range of complex duties under general guidance
Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

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