Customer Service Representative

POSITION SUMMARY

The Customer Service Representative is responsible for providing excellent Customer Service both external and internal. Must have an in-depth knowledge of the company products and programs while establishing a working relationship through timely and accurate day-to-day order fulfillment, involvement with pricing administration and other customer duties.

ESSENTIAL RESPONSIBILITIES

• This position requires being on location.
• Initiates, processes, expedites, and revises customer orders as needed.
• Provides timely and accurate information to incoming customer order status and product knowledge requests and identifies customer requirements & specifications.
• Adding new customers to Axiom
• Manages turnkey programs with outside processors ensuring timely delivery to key customers.
• Communicates with key customers on a weekly basis on issues such as order status, making timeline revisions as well as changes & modifications to orders and communicating information to managers.
• Identifies customer requirements and accurately responds to customer inquiries.
• Maintains order schedule for mill visibility to ensure on time delivery.
• Evaluates customer complaints, initiates process by entering information into CSR database, investigates & determines findings, resolves customer issue and / or delegates to appropriate department manager to resolve.
• Acts as a customer advocate inside Plymouth Tube
• Collaborates closely with sales, operations, finance, and other departments.
• Adheres to established mill parameters.
• Proactive in customer interactions.
• Informs sales of new quotes, invoicing, credit, customer issues, etc.
• Responsible for all reception duties - (i.e., greeting all visitors, acting as first point of contact for guests, answering calls, receiving and distribution of all shipments and mail.)
• Oversee shipping services for outgoing and incoming mail, maintains supplies for postage, mail equipment, etc.
• Support marketing, sales and manufacturing departments with additional projects and administrative duties as needed.

Core Responsibilities

• Model Plymouth Tube values and behaviors as outlined in the Mission Statement
• I.          People
• II.        Customer Focus
• III.       Communication & Environment
• IV.       Long-term orientation
• Represent Plymouth Tube in a professional manner
• Follow all company Environmental and Safety policies, procedures, and standards.
• Follow all company Quality Standards

Supervisory Responsibilities (If applicable)

N/A

QUALIFICATIONS and EDUCATION REQUIREMENTS

• Associates preferred but not required.
• 5-7 years customer experience in a manufacturing environment.
• Working knowledge of manufacturing processes and/or aptitude and desire to learn.
• Experience in solving customer problems.
• Proven ability to multi-task and prioritize.
• Attention to details and accuracy is a must.
• Strong analytical and mathematical skills.
• Must be self-motivated, have a high sense of urgency, be able to problem solve complex situations, be resourceful.
• Must have a high degree of personal integrity in dealing with co-workers.
• Must be computer literate and proficient with MS Office.
• Excellent oral and written communication skills are required.

COMPETENCIES/DESIRED CHARACTERISTICS

• Customer and client focus - monitors client satisfaction (internal or external), establishes partner relationship with clients, visible & accessible to clients.
• Analytical and problem solving - The individual identifies, troubleshoots, and resolves problems oftentimes independently and provides solutions in a timely manner.
• Teamwork orientation - The individual interacts with co-workers and managers in a positive manner.
• Communication proficiency - Communicates well one on one and in small groups, fluent, quick on feet, command of language, keeps people informed.
• Planning & organizing - The individual prioritizes and plans work activities and uses time efficiently.
• Technical capacity - the ability to systematically and through sustained efforts carry out complex activities or job junctions involving technical skills.
• Dependability - The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety & Security - The individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Such accommodations will be reviewed by management on a case-by-case basis.  While performing the duties of this job, the employee is regularly required to stand; walk, use hands to grasp, handle, or feel; reach with hands and arms and talk or hear.     

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts, heavy equipment, and stored energy in the form of pneumatic, hydraulic, mechanical, electrical and gravitational energy. The noise level in the work environment is above 85 dcB and hearing protection is required.  Due to manufacturing technologies utilized in the area common contaminants such as dirt, dust, grease, oil steel chips and water will be present.  The employee is frequently exposed to wet and/or humid conditions, extreme cold and extreme heat. Also, may be exposed to fumes or dust. 

*Work Environment - Special Considerations*

Please Note: This position involves working in close proximity on a regular basis to elevated magnetic fields, during performance of essential functions.  These elevated magnetic fields are associated with certain equipment, including Billet Heaters and Stretchers.  These magnetic field strengths exceed safe thresholds for pacemaker and implanted defibrillator (ICD) medical devices and may cause serious device malfunction.

For personal safety purposes, persons with such personal medical devices may be precluded from this position.  Evaluation of individual job placement, where applicable is conducted by management with assistance of designated medical advisors.