Customer Service Representative - Claremont, United States - Carbon Felt Inc

Carbon Felt Inc Claremont, United States

3 weeks ago

Description

Job Description

Job DescriptionDescription:

Job Type: Full-time, non exempt / On Site Claremont, NH

Act as primary contact for customers via email and telephone, providing a high degree of personalized attention; Facilitate price quotes and follow-up with customers on open quotes by directly, proactively, contacting them. Process PO's into sales orders, issue order confirmations, initiate RMA's/Replacement orders within ERP system (M1).
Respond to customer inquiries in a timely and professional manner, (email, phone) – complete tasks in accordance with the departmental guidelines (KPI's) for timeliness, completeness, accuracy, and helpfulness.
Proactively communicate to customers any change in order status that may impact expected/requested delivery dates.
Advocate passionately for the customer. Take ownership of their concerns. Be proactive in identifying roadblocks, be creative in developing solutions and demonstrate a sense of urgency that will cultivate and improve customer relationships.
Initiate new customer account set up, maintain the integrity of our M1 database by identifying/correcting/communicating inaccuracies in customer information, parts, and/or pricing.
Collaborate daily with internal departments; Engineering, Technical Support, Sales, Purchasing, Logistics and Accounting to help smooth processes and effectively balance the needs of both our customers and the business.
Provide Administrative support to Sales Team; relay customer information, research quote history/sales data and prepare weekly and monthly sales reports. Assist with gathering market intelligence to secure and enhance market position.
Maintain non-conformance log for product quality issues, RMA's and tracking customer concerns; identify trends, cost analysis, document corrective actions, guide process improvements and ensure timely issue resolution.
Make recommendations to management concerning improvements to processes and procedures, requirements and other needs as identified.
Assist with general departmental operations, manage shared mailboxes, other duties and/or special projects as assigned.

Requirements:

College degree preferred
3-5 years of customer service experience, preferably within a manufacturing environment
Collaborative, detail oriented - Problem solver with an aptitude for research
Resourceful in use of reference material to be equally effective working independently or in a team
Efficient time management and organizational skills, use sound, independent judgement in balancing priorities
Demonstrates a calm, composed demeanor. Has a natural ability to diffuse customer escalations with exceptional and succinct communication skills
Well-developed professional and inter-personal skills; Displays integrity, confidence, perseverance and humility in building relationships with trust and mutual respect
Adept in using MS Office Suite, with strong Excel skills
ERP experience, M1 knowledge is a plus
Knowledge and working experience of ISO quality system is a plus

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