Customer Relations Assistant

General Summary:

The Customer Relations Assistant performs a variety of duties to ensure total customer satisfaction. These include, but are not limited to, answering incoming calls, greeting visitors, handling walk-in customers, and order entry.

Essential Duties and Responsibilities:

• Responsible for answering incoming calls to the company’s main phone line, assist callers with their questions, and transfer them to the appropriate CFS team member to allow for callers to receive excellent customer service.
• Greet and welcome all visitors to Crystal Finishing Systems and direct them to the appropriate CFS team member to aid in providing excellent customer service to our visitors.
• Handle all walk-in customer sales, including processing of payment and directing customers to the proper area for pick-up of their material, to ensure satisfaction of our walk-in customers.
• Assist the Customer Service team with order entry to help the team get the orders in a timely manner. This includes creating the appropriate type of job for each order and handling the ATP/Validation processes for any new orders that are entered. This may also include preparing acknowledgements for orders and sending them to customers when required.
• Process incoming/outgoing mail on a daily basis to assist with the company’s incoming/outgoing communication efforts.
• Responsible for ordering office supplies for the Corporate office to help employees have the tools that they require to accomplish their duties.
• Handle the custom color chip sample runs to the CFS production facility twice daily so that these requests are completed in an efficient manner.
• Offers support/assistance to Customer Relations Representatives and Order Entry Specialists when required to help meet customer requirements.

• Communicates with internal CFS teams (ie: scheduling, engineering, production) to ensure CFS customer specifications are understood on orders. This communication is completed in a professional and respectful manner at all times to ensure customer satisfaction.
• Offers support/assistance to Customer Relations Representatives when required.
• Meets company customer service standards for timeliness, written and verbal communication, follow-through, conduct, quality, and job performance.
• Maintains confidentiality of proprietary information including project, practices, customer contracts, customer drawings, customer pricing and other business records that are proprietary belonging to Crystal Finishing Systems, Inc.
• Handles the daily cleaning requirements on the first floor of Corporate office as defined by Supervisor. This includes the stocking of cleaning supplies.
• Monitors the stock of beverages in the refrigerator in the Corporate Conference room on a weekly basis and coordinates replenishing the stock with the Purchasing team.
• Reports any maintenance concerns for the Corporate office to the CFS maintenance team.
• Reports any functional issues/concerns for the printers/copiers in our Corporate Office mail room to the outside vendor/contractor
• Maintains positive working relationships within the customer service team, as well as other internal CFS teams, including but not limited to scheduling, production, freight. Conducts themselves in a positive, professional manner and maintains integrity and is accountable for their actions.
• Performs other duties as assigned by supervisor.

Desired Minimum Qualifications:

• Knowledge of customer service normally acquired though an Associates Degree in Business Administration or related manufacturing field, or through equivalent work experience.
• Minimum of 2-3 years of experience in Customer Service is preferred. Experience in Customer Service in a manufacturing environment is preferred.
• Experience answering calls on a multi-line phone system.
• Proficient in Microsoft Office Products (Word and Excel at a minimum).
• Accurate and efficient data entry experience is required.
• Excellent oral and written communication skills.
• Excellent listening and Customer Relations skills.
• Outgoing, positive and pleasant personality.
• Ability to manage multiple tasks efficiently.
• Required to work within a team environment and independently as needed.