Customer Service Representative - Waukesha, United States - Metal-Era, Inc.

Description

Customer Service Representative
Metal-Era holds the broadest portfolio of tested roofing and perimeter securement solutions on the market.

We design and manufacture building envelope components that keep our neighbors, friends, and family safe at work and in the community.

We are looking for talented individuals to join our stellar Customer Service team Our Customer Service Reps (CSR) are a vital part of our MTL Customer Service Team, which provides exceptional customer service, living out our SPEQ promise (Speed, Protection, Expertise and Quality) to our inbound customer, vendor, partner, and contractor clients.

Company culture is important, and we know it We strive to make work as relaxed, fun, and rewarding as possible - all while providing the best for our customers.

Summary
Customer Service Rep's manage all orders to assure an exceptional customer experience.

This critical role oversees the customer ordering process; where our CSR's review and enter orders, communicate with the customer regarding timelines, resolve service issues, and partner with various MTL departments (Engineering, Production, Sales, Service, Accounting, IT, Scheduling and Shipping) in the best interest of strengthening customer relationships with MTL.

They are also assigned to manage specific Customer Accounts with responsibilities including, but not limited to:
completing print approvals, obtaining approvals and purchase orders, processing orders, pricing, product knowledge, and warranties.


Customer Service

• Deliver an exceptional level of customer service in every interaction to both our internal and external customers.
• Establish and maintain positive business relationships with our customers to ensure the highest level of customer satisfaction and customer retention.
• Be responsive and professional in answering incoming Customer telephone calls and/or messages.
• Effectively and professionally address and productively resolve customer inquiries, problems, concerns and/or complaints regarding Metal-Era products or services.
• Demonstrate the ability to solve problems in a professional, upfront, and transparent manner. Openly disclose errors or concerns and seek to find a winwin solution for the customer and the company.
• Communicate effectively with all personnel in Engineering, Production, Shipping, Sales, Service, Accounting, IT, Scheduling and Shipping departments regarding specific Customer Account needs.
• Review and coordinate drawings, purchase orders, and quotes to prepare for accurate order entry.
• Master the order entry and order management system, reviewing and entering orders in an accurate and timely manner.
• Communicate with interdepartmental personnel on specific orders, late orders, freight issues, order errors or concerns, and/or specific or special customer account needs.
• Followup on placed orders to assure the highest level of customer satisfaction and retention.
• Demonstrate ability to live out our Core Values of Be Curious, Be Adaptable, Be Responsive, Be Accountable, Be Approachable, Be Supportive, and Be Inclusive.

Teamwork & Support

• Build relationships and resolve conflict in a productive, professional manner to support and foster our Metal-Era culture of Trust and Respect.
• Demonstrate a willingness to work with others through open, honest, and supportive communication. Challenge appropriately and constructively.
• Demonstrate a 'continuous improvement' mindset, by seeking and accepting feedback, embracing change, and making adjustments in a positive manner.
• Provide support to teammates as requested, including assisting other CSRs and TSRs, problem resolution, or other interdepartmental issues.

Requirements:

• A highschool diploma, and at least 2+ years' experience in customer service, customerinteracting, or customerfacing role is required, or an equivalent combination of education and experience.
• Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and inwriting with customers, and internally at all levels of the organization.
• Strong computing skills, including proficiency in Microsoft Outlook, Word, Excel, and Adobe.
• Proficiency using office hardware (computers, laptops, printers, and fax machines) preferred.
• High attention to detail and a consistent history of accuracy in completed work.
• Strong "customer first" mindset, and welldeveloped customer service skills.
• Demonstrate ability to problemsolve in standardized scenarios involving several concrete variables.
• Strong mathematical skills.
• Proven ability to effectively resolve interpersonal conflicts and/or problems in a professional manner.

Preferred Qualifications

• A certificate program or twoyear degree in customer service, business management, business administration, finance, or similar field is preferred, but not required.

Physical Demands
While performing the duties of this job, the employee