Customer Support Representative

As a Customer Support Representative (CSR), you will be an effective member within a High-Performance Team required to deliver excellent customer experiences to both external and internal customers. The role of a CSR will work closely with the sales team, supply chain, and operations. The CSR will interact with our customers and sales team daily offering excellent customer service while providing information in response to inquiries about customer orders.

Responsibilities:

• Manage and process multiple customer orders consistently and effectively
• Resolve questions related to orders (expedites, revision changes and other customer requests) accurately and expediently
• Manage forecasts from our customers (manually or customer portal) to ensure capacity, materials, and resources are adequately aligned to deliver upon our promises
• Scheduling games into the production schedule
• Develop understanding of products and processes
• Provide outstanding customer service by building a strong rapport with each customer and assisting with their needs
• Proven ability to analyze customer concerns and resolve issues
• Act as first point of contact for customer inquiries on technical billing and general questions
• Maintains liaison with other departments to ensure order completion.
• Works closely with operations, scheduling, and engineering to ensure customer needs are being met
• Develop innovative ways to improve our processes to deliver increased speed, reliability, and customer satisfaction
• Designing container orders for international orders and working with freight forwarding companies

Materials and Equipment Utilized:

• Computer, Phone, Printers, Copy Machines, etc.

Working Environment:

• 75% - Office Environment
• 25% - Manufacturing Environment

Education and Training:

• Associates Degree Preferred
• 3-5 years’ experience in the customer service industry
• MS Office Suite experience – MS Teams, Excel, Word, Visio, and Outlook

Knowledge/Skills/Abilities:

• Excellent customer service skills
• Detail-oriented
• Organized
• Work both independently and in a team environment
• Time Management skills
• Ability to multi-task
• Goal orientated and result-focused
• Adapts well to change
• Comfortable in being accountable to a team
• Strong interest in growing personally and professionally
• Committed to Village Why’s and Bay Tek’s Mission, Vision, and Values
• Inspires others both internally and externally

Travel Requirements:

• Some travel may be required. 1-2 trips per year to Domestic Trade Shows

Physical Requirements:

• Be able to lift 10-25 lbs. for short periods