Customer Support Representative

Customer Support Representative

Company Overview:

ZND is the largest domestic fully automated global manufacturer of temporary fence panels, catering primarily to the temporary fence rental market and temporary fence distribution channels. Our high-quality fence panels are widely used by fence contractors for temporary fence installations. ZND has successfully executed an aggressive growth strategy over the last ten years and entered the US market actively producing in North Carolina and California. The company has a long history of innovation, continuous improvement, safety, and quality.

Job Summary:

ZNDUS is a support center for US facilities which manufacture temporary fences. The Customer Support Representative is responsible for communicating with customers, understanding their needs, and ensuring a smooth order process. You will report to Jennifer Joyce, Director of Customer Support and Administration for ZNDUS, Inc., and assist Production Management with Logistics and Customer Needs.

Responsibilities:

• Maintain efficiency and compliance with all company policies.
• Maintain a positive and professional attitude toward customers and employees.
• Respond promptly to customer inquiries; communicate with customers through various channels.
• Apply comprehensive knowledge of product line for communicating with customers and potential customers.
• Keep records of customer interactions, transactions, comments, concerns, and documenting information, complaint log and follow up.
• Answers incoming telephone calls, communicates, and coordinates with colleagues, as necessary.
• Maintains records, documentation, and files pertaining to customer service and logistics.
• Locate and attach appropriate files/information to incoming calls or correspondence requiring replies.
• Process product orders, forms, and requests for ZNDUS East
• Assist in updating production schedule for new orders from Sales Representatives
• Schedule all inbound trucks for ZNDUS East
• Process paperwork for outbound orders; scan completed packets for record keeping.
• Communicate any issues with Inbound/outbound trucks.
• Receive inventory, parts, and services in Opera.
• And other duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Excellent customer service skills and problem-solving abilities
• Excellent organizational and time management skills with ability to meet deadlines.
• Ability to prioritize, multi-task and manage time effectively.
• Ability to function well in a high-paced and at times stressful environment.
• Basic understanding of how to operate standard business equipment.
• Proficient with Microsoft Office Suite or related software
• Ability to communicate with Supervisors, Peers, Subordinates and Clients in a professional manner.

Education and Experience:

• High school diploma or equivalent required; Associate degree in office administration or related field preferred
• At least three years of administrative and customer service experience is required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift fifteen pounds at a time.

Facility Location:

• ZNDUS East, Inc., 214 James Farm Road, Statesville, NC 28625

Salary and Work Schedule:

• Pay From $ 23 to $25 hourly.
• Monday through Friday, 8am to 5pm, with possible weekends as projects or needs necessitate.

Benefits:

• Comprehensive benefits package including Medical/Dental/Vision, Basic Life A & D, Voluntary Life and Dependent Life, Short- and Long-Term Disability, Accident, Critical Illness, and FSA.
• Company matching 401k plan.
• Nine paid holidays and paid vacation plans.

Job Type: Full-time

Pay: $22.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Manufacturing Customer Service: 3 years (Preferred)

Work Location: In person