Customer Service Representative

2 days ago

Gastonia, North Carolina, United States DeZURIK Full time
Job Summary

The Customer Service Specialist is a key role at DeZURIK, responsible for delivering exceptional customer service and support to our representatives and customers. This position requires strong communication skills, knowledge of DeZURIK product lines, and experience with production and inventory control systems.

Key Responsibilities

  • Provide timely lead time and order status to DeZURIK representatives for assigned product line(s).
  • Work with internal departments to prioritize and expedite orders.
  • Offer alternative products to meet customer delivery requirements.
  • Communicate effectively with internal and external customers, and act with a sense of urgency to all customer inquiries.
  • Monitor and expedite orders through order entry, engineering, and manufacturing to meet customer/rep required dates.
  • Monitor the production backlog, communicating trends and priorities to the operations team.
  • Attend weekly production meetings to communicate customer concerns and help prioritize production to meet customer needs.
  • Work with internal planning and production departments to prioritize orders and manage capacity to meet customer delivery requirements.
  • Proactively communicate order status and delivery concerns to internal sales personnel, representatives, and customers, escalating to upper-level management as necessary to achieve customer satisfaction.
  • Resolve shipping discrepancies and provide tracking information to customers and representatives.
  • Travel requirement 25% to alternate locations.
Requirements

  • High school diploma plus 2-year associate degree.
  • 3 years of experience in customer service role in a fast-paced manufacturing environment.
Preferred Qualifications

  • Prior experience with manufacturing drawings and processes, and familiarity with shop and assembly processes.
  • Attention to detail, with a high degree of accuracy.
  • Knowledge of DeZURIK product lines, internal processes, and customer service policies and procedures.
  • Knowledge and understanding of planning and inventory control systems.
  • Strong communication skills, with the ability to work with customers, representatives, and internal departments.
  • Strong organizational skills, problem-solving abilities, and attention to detail.
  • Strong keyboarding proficiency, with experience in working with Excel & Word.
Work Environment

Normal manufacturing and office environment. When working occasionally in some shop areas, personal protection equipment (PPE) will be recommended and/or required (safety shoes, safety glasses w/side shields, hearing protection, face shield, gloves, apron, and boots). Must have the ability to support extended business hours to meet customer business needs.

Quality and Benefits

Quality encompasses all aspects of DeZURIK, Inc.'s business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process, and the quality system. All employees have an obligation to identify and record any such nonconformity, and, through designated channels, initiate and recommend solutions. DeZURIK offers a generous benefits package, including medical, dental, vision, life insurance, disability, accident, critical illness, and 401(k). Health savings, flexible spending, and dependent care accounts are also available as a part of the benefit package. Holiday pay, PTO, volunteer time, and other paid times off are available. Bonus payments may be available based on individual roles and annual company performance.

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