Customer Service Representative

2 weeks ago


Denville, New Jersey, United States TRI-K Industries Full time
Job Title: Customer Service Representative

At TRI-K Industries, we are seeking a highly skilled and detail-oriented Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service, processing orders, and resolving customer inquiries in a timely and professional manner.

Key Responsibilities:
  • Process incoming customer orders and sample orders in an efficient and expedient manner
  • Prepare and forward order acknowledgements, and maintain customer information and special pricing database
  • Route orders via customer's preferred method, direct routing, indirect routing, portal entry, etc.
  • Invoice shipments and send shipping documents to the customer in a timely manner
  • Process credit card payments and respond to general inquiries from management, customers, and sales representatives
  • Collaborate closely with sales representatives, supply chain, manufacturing, and accounting to ensure seamless execution of on-time order fulfillment
  • Adhere to departmental service level agreements and respond to customers within 24 hours
  • Recommends additional sales to meet minimum orders or identifies opportunities to offer alternate sizes when applicable
  • Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, and delivery dates
  • Assists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
  • Prepares and runs KPI reports and performs special projects as requested
  • Supports team members and serves as back-up to absorb workload of other team members when they are out
  • Researches and responds to customer complaints in accordance with our CAPA policy and procedures
  • Assists in quarterly and annual audits
  • Writes and maintains SOPs pertaining to specific job duties
Requirements:
  • Demonstrates attention to detail and identifies and resolves problems in a timely manner
  • Maintains confidentiality and writes clearly and informatively
  • Understands business implications of decisions and completes tasks correctly and on time
  • Shows adaptability by changing approach or method to best fit the situation and demonstrates accuracy and thoroughness
  • Maintains a pleasant, professional demeanor when dealing with customers
  • High School Diploma or equivalent; Associate's Degree preferred
  • Two years related experience or relevant training
  • Bilingual in Spanish and English a plus
  • Ability to calculate figures and amounts such as discounts, interest, commissions, percentages
  • Microsoft Office (Excel, Word, PowerPoint, and Teams) and working knowledge of Navision, SAP or equivalent MRP systems a plus

We offer a competitive compensation package including medical, dental, 401(k), vision, paid time off, life insurance, and other programs and plans. TRI-K Industries is an equal opportunity employer and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.



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