Lead Customer Support Specialist
2 weeks ago
Senior Customer Service Representative
Job Category: Manufacturing
Requisition Number: SENIO002760
Job Overview:
As a Senior Customer Service Representative, you will play a crucial role in addressing customer inquiries through various communication channels, including phone, email, fax, and chat. Your primary responsibility will be to provide effective non-technical solutions to customer issues, ensuring a high level of satisfaction.
Key Responsibilities:
- Respond to customer inquiries and resolve issues efficiently.
- Analyze customer service needs and collaborate with relevant departments to deliver tailored solutions.
- Maintain a comprehensive understanding of the organization's offerings to address complex inquiries.
- Utilize customer relationship management tools to document interactions and research product details.
Essential Duties:
- Support sales initiatives by verifying customer orders for accuracy in pricing and delivery.
- Process customer requests for quotes, ensuring compliance with quality and manufacturing standards.
- Collaborate with engineering teams to develop quotes and design new products.
- Engage with purchasing and external vendors to gather necessary quotes.
- Communicate effectively with customers and account managers to gather feedback on quotes.
Customer Service Support:
- Assist in managing high-stress customer interactions, particularly regarding late or non-conforming parts.
- Provide updates on order statuses and handle requests for modifications or cancellations.
- Maintain regular communication with engineering to ensure accurate part revisions and quantities.
- Coordinate with quality assurance to fulfill customer requests for certifications and special labeling.
Required Skills and Qualifications:
- Proven experience with ERP systems.
- Excellent communication and presentation abilities.
- Strong analytical and negotiation skills.
- Familiarity with Microsoft Office applications.
- High School Diploma required; a two-year degree is preferred.
- A minimum of five years of relevant experience.
Equal Employment Opportunity:
MW Industries, Inc. is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.
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