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Client Relations Specialist
2 months ago
Customer Service Representative (CSR)
Job Category: Customer Service Requisition Number: CUSTO002911
Job Overview
Penray is a leading name in the manufacturing of specialty aerosol and liquid products across North America. Our organization excels in the formulation, production, packaging, and distribution of a diverse range of contract fill, branded, and private-label items. We handle over 2,500 products designed for both home and industrial applications.
We are seeking a Customer Service Representative (CSR) to deliver outstanding service to our clientele and sales teams. This role involves relationship management, providing escalation support, and resolving conflicts effectively. The CSR will manage inquiries and escalations to ensure a customer experience that meets or exceeds expectations, while also identifying and implementing beneficial solutions for both Penray and our customers.
Key Responsibilities:
- Support Order Management processes and activities.
- Utilize independent judgment to resolve complex business challenges while balancing customer requests with Penray's values.
- Engage in frequent telephone and email communication with customers and sales representatives regarding orders, shipments, and pricing.
- Manage assigned key accounts efficiently.
- Handle order entry for new and revised orders.
- Process customer returns, credit requests, and document customer complaints.
- Ensure daily review of orders and take appropriate actions to resolve any issues.
- Respond promptly to order inquiries and keep customers and sales teams updated on any delays.
- Maintain a calm and professional demeanor at all times.
- Collaborate with internal partners to expedite order fulfillment.
- Develop and maintain a comprehensive understanding of product uses and functions.
- Assist with special projects as needed.
Qualifications:
Applicants should possess a minimum of two years of customer service experience, ideally within a manufacturing context. A high school diploma or GED equivalent is required, along with an AA degree or equivalent. Proficiency in SAP is highly preferred, as well as experience with SharePoint and Smartsheet. Candidates should be adept in Windows, Excel, Outlook, and other MS Office applications.
Skills and Competencies:
Successful candidates will demonstrate strong communication skills, problem-solving abilities, and a commitment to customer satisfaction.
Education and Experience:
Relevant educational background and experience in customer service or related fields are essential.
Licenses & Certifications:
Any relevant certifications will be considered an asset.
