Customer Service Representative

Duties & Responsibilities

• Receive and process customer orders while screening information for accuracy and completeness. Includes detailed instructions for orders as appropriate to process, manufacture, package, ship and deliver orders based on customer needs and operations capabilities. Strives for accurate order and data entry.
• Continually monitors customer order progress throughout the manufacturing operation. Advises customers and sales of any significant delays while providing alternatives to fulfill customer expectations.
• Track and expedite orders as needed.
• Acts as liaison between Mactac departments, including sales, marketing, supply chain, logistics and operations. Works in a positive, effective, collaborative and cooperative manner with internal and external customers.
• Serves as a customer champion when interacting with other functions, maintaining a strong understanding of the customer base.
• Utilizes problem-solving skills in a proactive manner to communicate customer issues to appropriate parties.
• Research and resolves order discrepancies and communicate details to those who can provide corrective action. Works to ensure little to no impact is felt by the customer.
• Manages customer complaints and works with customer, sales, claims and any other appropriate parties to resolve issues in a manner satisfactory to the customer.
• Cross-train to be fully functional on the desk of team members and assist as workload dictates.
• Stays abreast of new developments. Is aware of competitive offerings and cross references.
• Participate in departmental meetings. Attends offered meetings and training opportunities as requested or required.
• Maintains customer profiles in current systems. Updates customer card notes to ensure cleanliness and accurate details for all who access this information.
• Utilizes company CRM and ERP systems as required.
• Actively contributes to the company's continuous improvement efforts by identifying recurring issues and trends to leadership, provides feedback and suggestions to increase efficiency and customer satisfaction as well as collaborating with cross-functional teams to develop and implement new procedures and tools aimed at improving service.
• Works closely with Sales Rep to ensure the overall customer experience is positive and world class.
• Occasional travel to company and customer facilities, as well as offsite meetings. Approximately two to four times per year.
• Performs miscellaneous duties for projects and events as requested.
• Other duties as assigned by management.

Scope

Company Overview

Disclaimers