Customer Service Representative - Reading, Pa

Job Title: Customer Service Representative

Department: Business Operations

Reports To: Business Operations Manager

Summary:

The Customer Service Representative is responsible for managing general customer accounts through reactive and proactive telephone and email contact. To provide exceptional customer experiences to help maintain and grow sales. To perform, execute and coordinate all work including referrals to engineering for technical matters.

Primary Responsibilities and Duties:

• Log into incoming phone queue to handle or direct calls accordingly.
• Respond to inquiries regarding shipping/delivery dates, order changes and cancellations and quotations in a timely manner.
• Maintain familiarity with products, applications, pricing, policies and procedures.
• Maintain working relationships with supporting departments, and outside sales.
• Support sales growth opportunities and product launches.
• Recognize the need to further investigate possible solutions and escalate customer concerns based on urgency.
• Handling Customer Complaints (RGA)
• Calculate lead times and provide quotes for customers.
• Manage quotes and follow up with outside sales reps regularly.
• Clear communication with internal departments, outside sales, OEM and Distribution customers.
• Other duties and projects as assigned

Knowledge and Skill Requirements:

• Must be able to work in the US.
• 2+ years of customer support experience in the manufacturing industry strongly preferred.
• High school diploma or GED, BA degree preferred.
• Strong Mathematical and technical aptitude.
• Excellent verbal and written communication skills, bilingual a plus.
• Computer skills (MS Excel, Word, Outlook, Power Point, Teams), CRM, Salesforce, VIOP phone system.
• Ability to work in a team environment.
• Ability to prioritize work efficiently and effectively under pressure.
• Ability to adjust to different tasks quickly.
• Ability to follow all policies and procedures.

Competencies:

-Technical Capacity

-Ethical conduct

- Personal Effectiveness/Credibility

• Detail oriented.
• Works well within a Team environment.
• Establish and maintain effective working relationships.
• Ability to articulate plans with ease.
• Ability to perform duties timely and creatively.
• Able to express oneself clearly and concisely in oral and email communications.
• Ability function effectively when under pressure

Key Behaviors:

• Accountable to others
• Excellent attendance
• Honesty with co-workers and customers.
• Ability to be innovative, thinking outside the box to solve problems.
• Engaged with team members.
• Helps add to the continuous improvement of the department and company.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this job. Reasonable accommodates may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $22.00 per hour

Benefits:

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

Experience level:

• 3 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person