Customer Service Representative

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Celebrating 100 years in 2024, Plymouth Tube Company is a fifth-generation family-owned, precision metals manufacturer. Our products include tubing, extruded shapes, and cold-drawn shapes spanning specialty carbon, alloy, stainless steel, nickel alloy, and titanium. Headquartered in Warrenville, Illinois, with seven plants in the U.S. and one in Germany, Plymouth is known for offering industry-leading service levels and unique technical innovations.

We have a great family-based culture guided by these four values: People, Customer Focus, Community & Environment, and Long-Term Orientation. These values serve as pillars to support our mission statement: ‘We are committed to providing products and services that meet or exceed our customers' expectations.

Plymouth Tube is looking for an enthusiastic, ambitious team member to join our Customer Service team. This person must embrace change, be self-motivated, and inspire others inside and outside the department. The individual should be able to communicate directly and openly with all levels in our organization. There will be many opportunities for the successful candidate to engage their innovative and creative problem-solving skills to help move the department to the next level. It is a must that the Customer Service Representative has a high degree of personal integrity in dealing with customers, superiors, subordinates, and co-workers and will represent Plymouth Tube Company in a professional manner. The successful candidate will live both in the big picture as well as in the details, desire to make an impact, and work well in a team and individually.

YOU’LL BE RESPONSIBLE FOR:

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.

WHAT YOU’LL BE DOING:

• 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.

WHAT YOU’LL NEED TO SUCCEED:

• 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.

WHAT WE OFFER YOU:

Benefits effective 30 days from date of hire.

Medical, Dental and Vision, HSA, FSA

401k Matching, Life Insurance, STD/LTD

100% covered tuition reimbursement (including books & reasonable expenses)

Wellness Program / Lifestyle Rewards / Employee Assistance Program (EAP)

Paid Time Off & Holidays

Career Arching: Plymouth allows for a great depth & breadth of knowledge in which you can wear many hats and be exposed to several opportunities.

COMPETENCIES/DESIRED CHARACTERISTICS

• monitors client satisfaction (internal or external), establishes partner relationship with clients, visible & accessible to clients.
• - The individual identifies, troubleshoots, and resolves problems oftentimes independently and provides solutions in a timely manner.
• - The individual interacts with co-workers and managers in a positive manner.
• – Communicates well one on one and in small groups, fluent, quick on feet, command of language, keeps people informed.
• - The individual prioritizes and plans work activities and uses time efficiently.
• – the ability to systematically and through sustained efforts carry out complex activities or job junctions involving technical skills.
• - The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• - 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 accommodation 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 the 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.

Whew! That's a lot of stuff!
Oh yeah, and we are an
Equal Opportunity Employer: Minority/Female/Disability/Veteran

Job Type: Full-time

Pay: $18.38 - $27.58 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person