Customer Service Liaison

6 days ago

Lafayette, Louisiana, United States The Wright Group Full time
Job Title: Customer Service Associate

Job Summary:

The Customer Service Associate will play a critical role in supporting the existing sales force and customer base. This position will assist in maintaining the highest level of customer service provided by The Wright Group. The successful candidate will work directly with regional sales managers to manage customer requests in a timely manner.

Key Responsibilities:

  • Log and maintain customer requests submitted by regional sales managers and customers.
  • Work directly with sales staff, customer service representatives, document control department, and formulators to complete customer requests in a timely manner.
  • Provide consistent status updates to customers and maintain customer satisfaction through meeting requested deadlines.
  • Supervise customer service representatives by providing training, counseling, assistance, discipline, and communicating job expectations.
  • Provide assistance to customer service representatives as needed to handle overload or work overflow.
  • Make improvements to customer service quality by analyzing existing procedures, reviewing with the CEO, and implementing new policies where necessary.
  • Compose letters from standard responses and prepare customized responses according to the particular needs of the inquirer.
  • Obtain shipping quotes from freight forwarders to determine the cost based on the quantity requested by the customer.
  • Create product price sheets based on the product, price, and quantity to be submitted to the sales team member.
  • Create Blanket Purchase Orders (BPO) and MNDA for the Customer Service Manager for review and submittal.
  • Assist with pricing when needed.

Requirements:

  • Bachelor's Degree or 3 years of heavy customer service experience.
  • Provide leadership and be able to operate under pressure to meet tight deadlines.
  • Excellent Excel, Word, Access, and Outlook skills.
  • Necessary characteristics include being a self-starter, goal-oriented, attention to detail, team-oriented, ability to have positive interactions with other professionals without being critical, and ability to multi-task.
  • Excellent communication, technical writing, decision-making, and people skills.

Behavior Competencies:

  • Set Vision and Strategy – Articulates a vision of the future. Consider the organization's mission, strategy, strengths, and weaknesses when making decisions. Translates the business vision and strategy into actionable work plans and goals. Aligns individual strategy to organizational strategy. Communicates a consistent message of the vision to employees.
  • Build the Organization and Inspire People – Creates an entrepreneurial environment. Encourages calculated risk-taking. Maintains high energy and a positive attitude in challenging situations. Motivates employees and builds a team spirit. Serves as a role model for others. Supports an ethical work environment. Builds effective teams whose members have complementary strengths.
  • Knows the Business – Envisions the future by using global marketplace, technology, and business knowledge. Collects and analyzes issues/trends that affect the business. Identifies and acts upon cross-organization or cross-business opportunities. Possesses and leverages broad industry knowledge.
  • Drive for Results – Encourages employees who are innovative. Holds others accountable for delivering on their goals. Recognizes, rewards, and promotes people based on their performance, results, and development. Coaches others to guide their development.
  • Make Difficult Decisions – Balances and/or reallocates limited resources as conditions change. Makes the difficult decisions, whether related to poor performance of people, projects, or businesses. Quickly acknowledges crisis situations and takes timely corrective action. Makes midcourse corrections as business conditions change.
  • Encourage an Open Environment and Knowledge Sharing – Provides honest, accurate feedback to subordinates and peers, whether positive or negative. Openly shares relevant information. Encourages the expression of different points of view. Promotes an environment of knowledge sharing.

Work Environment:

  • Office
  • Ability to manage a fast-paced operation that can run 24/7 and includes a dedicated group of Quality-minded professionals.
  • Hours M-F 8-5pm, may require overtime.

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