Customer Service Liaison
1 week ago
The Customer Service Representative plays a vital role in ensuring customer satisfaction by managing orders, addressing inquiries, and resolving complaints in a timely and professional manner. This position requires strong communication skills, attention to detail, and the ability to work effectively with internal teams to meet customer needs.
Key Responsibilities- Order Management: Process customer orders accurately and efficiently using the company's order management system, track orders through the manufacturing process to ensure timely delivery, and communicate any changes or delays in order status to customers promptly.
- Customer Support: Respond to customer inquiries via phone, email, or in-person regarding products, pricing, and availability, provide technical assistance and product information to customers, and handle and resolve customer complaints and issues in a professional and timely manner.
- Coordination with Internal Teams: Work closely with production, labs, shipping, and quality control departments to ensure customer requirements are met, coordinate with sales and marketing teams to address customer needs and preferences, and manage inventory of products working with QSA LaPorte Operations.
- Documentation and Reporting: Maintain accurate and detailed records of customer interactions, transactions, and complaints, and prepare regular reports on customer feedback, order status, and service issues.
- Continuous Improvement: Identify opportunities for process improvements to enhance customer satisfaction, participate in training programs to stay updated with product knowledge and customer service best practices, and contribute to the development of new processes and procedures.
- Education: High school diploma or equivalent; a degree in business, manufacturing, or a related field is preferred.
- Experience: Minimum of 1-3 years of customer service experience, preferably in a manufacturing or industrial environment.
- Skills: Excellent communication and interpersonal skills, strong organizational and multitasking abilities, proficiency in using customer service software and Microsoft Office Suite, ability to understand and interpret technical product specifications, problem-solving skills, and attention to detail.
The Customer Service Representative will work primarily in an office setting within the manufacturing facility, with occasional visits to the production floor required. Regular working hours, with some flexibility for overtime during peak periods, are expected.
Physical RequirementsThe position requires the ability to sit for extended periods while using a computer, with occasional lifting of office supplies or product samples (up to 20 pounds) expected.
About ITWITW is a global Fortune 500 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses. We are committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
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