Customer Service Representative

Smooth-On, Inc. is seeking a team-oriented, Customer Service Representative (CSR) to join our company. Smooth-On is a 120 yr old company, located near Allentown, PA, specializing in silicones, liquid rubber, liquid plastics, foams and other products that allow creators from all walks of life to turn their ideas into 3-dimensional reality. As a vital, on-site role to our company, our CSR will provide exceptional Customer Service to all internal and external customers via phone and email communication. The CSR must be a positive, detail-oriented individual with excellent communication skills and accurate administrative skills to work in a fast-paced, high-pressure environment. Must have the ability to multi-task and handle a high volume of calls, orders, customer requests and other various Customer Service tasks. We are looking for someone who thrives on helping others and is willing to go above and beyond to know and understand their accounts to provide the best experience. Smooth-On offers a comprehensive benefits package including paid holidays/vacation/sick time, affordable medical and dental, 401K Match, and company paid life insurance. In addition, we have an on-site cardio room, weight room, nap rooms, game rooms, and so much more!

Essential Job Functions:

• Professionally communicate with internal and external customers via phone, email and chat.
• Process orders and inquiries with accuracy.
• Handle billing questions and management of past due invoices.
• Solve customer problems and find best possible solutions in a timely manner.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Confirms customer information is current and accurate in order entry system.
• Become an account expert and understand each customer's needs to provide real, effective solutions and deliver exceptional Customer Service.
• Inform appropriate parties of important changes; change in sales, ordering patterns, etc.
• Work with all employees, customers and vendors in a civil, professional and respectful manner at all times - verbally, non-verbally and in writing.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Respond to shipping inquiries and answer order status questions.
• Learn other Customer Service tasks to assist in being a backup person when other team member is out which may include billing, processing ECOMM, Amazon, exports and other online order systems.
• Ability to provide written communication at a professional business level.
• Acts as a liaison between customers and management in order to enhance the overall customer experience.
• Assist Customer Service Manager with metrics and processes.
• Assist in acquisitions for Customer Service department.