Customer Service Representative (Csr)

Job Title: `Customer Service Representative (CSR)

Department: Customer Service

Reports To: Accounting Manager

FLSA Status: Non-Exempt

Prepared By: Human Resources

Prepared Date: 12/20/2023

Summary

CSR will act as IWM International liaison with customers, review/process customers purchase orders, provide product information, answer questions, and resolve any emerging problems that customers might face with accuracy and efficiency. This position reports to the Accounting Manager but works closely with the Vice President of Sales.

Essential Duties and Responsibilities include the following:

- Communicates with customers in a professional manner by phone, e-mail or in person.

- Able to answer high volume calls and emails daily.

- Build sustainable relationships and trust with internal and external customers through open and interactive communication.

- Displays excellent patience under pressure.

- Identify and address customers’ needs to achieve satisfaction.

- Prepare and process domestic and international customer quotes and purchase orders.

- Handle customer complaints and communicate solutions.

- Generate customer invoices, credit, and debit memos.

- Maintains customer master data and pricing in SAP.

- Review and correct billing discrepancies.

- Keep records of customer interactions, process customer accounts and file documents.

- Comply with ISO 9001-2015 requirements.

- Other duties may be assigned.

Qualifications

To perform this job successfully, the applicant must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

- Proven customer support experience or experience as a CSR Representative, preferably in a manufacturing environment.

- High school diploma or GED required.

- Analytical problem-solving skills.

- Excellent communication skills.

- Ability to multi-task, prioritize, and manage time effectively.

- SAP/ERP skills preferred.

- Must have ability to work alone or part of a team.

Language Skills

Ability to read and comprehend instructions, short correspondence, and memos. Effectively communicate with customers and fellow employees both verbally and in writing, in a professional and respectful manner.

Mathematical Skills

Ability to calculate figures and amounts such as fractions, discounts, interest, commissions, proportions, percentages, area, circumference, volume, and Unit of Measure conversions.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Ability to define problems, collect data, establish facts, draw valid conclusions, and resolve discrepancies in a reasonable amount of time.

Computer Skills

To perform this job successfully, the applicant should have excellent knowledge of Microsoft Office software, primarily using Outlook, Excel, and Word.

Physical Demands

While performing the duties of this job, the applicant is regularly required to sit climb stairs, use hands, talk, and hear. The employee is occasionally required to stand and walk and lift or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.

Work Environment

Ability to work 40 hours on sight per week. The noise level in the environment is low as expected in an office environment. The applicant will encounter other employees while performing the essential functions of the job.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

People with a criminal record are encouraged to apply

Application Question(s):

• Do you have experience using SAP?

Education:

• High school or equivalent (Required)

Work Location: In person