- Represent Genera and deliver excellent service through each interaction.
- Record, organize, and process orders and/or inquiries received by telephone, email, and/or through personal customer contact.
- Run customized reports and share data with customers.
- Provide pricing, inventory availability and production schedule information to customers.
- Track order activity and alert appropriate staff of any potential delivery problems
- Partner with Quality Manager to resolve routine customer issues.
- Serve as a connection between customers and sales staff to ensure responsiveness and customer satisfaction.
- Track warehouse inventories and update customers on order status
- Quickly and effectively resolve customer or production issues maintaining clear communication with customers on status and resolution.
- Ensure customer order patterns and demands are compliant with agreements and contracts.
- Understand customer needs and bringing Voice of Customer feedback to Genera
- Great listening skills, with the ability to discover and understand customer needs and how to best position Genera's packaging solutions.
- Flexibility operating in an evolving environment and the ability to navigate through ambiguity.
- Strong communication skills with the ability to form collaborative relationships with customers and stakeholders.
- Strong presentation skills in-person and virtually
- Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations.
- Familiarity with using ERP's, CRM, and various business tools.
- Manage orders by incoming calls, text, and emails.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers.
- Manage assigned house accounts to deliver revenue targets.
- Coordinate with new customers to effectively onboard new accounts
- Collaborate cross functionally to onboard and ramp up new customers, manage existing customer needs.
- Support the launch of new products.
- Coordinate samples
- Own customer metrics for service and quality
- Own voice of customer process and improvement efforts for assigned accounts.
- Great listening skills, with the ability to discover and understand customer needs and how to best position Genera's packaging solutions.
- Flexibility operating in an evolving environment and the ability to navigate through ambiguity.
- Strong communication skills with the ability to form collaborative relationships with customers and stakeholders.
- Strong presentation skills in-person and virtually
- Strong written communication skills including MS office products with ability to create and adapt spreadsheets, word documents, PowerPoint presentations.
- Familiarity with using ERP's, CRM, and various business tools.
- Minimum of 3 years' experience in Customer Service
- Strong track record creating and delivering value for customers.
- Experience managing customer service teams in a B2B environment.
- Experience managing complex & technical customer challenges.
- Formal training in customer service and related systems and metrics
- High School Diploma or GED required.
- Valid Driver's License/reliable transportation
- Vonore, Tennessee
- Travel 10% mostly within North America
- Competitive salary and benefits package, commensurate with experience.
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Customer Service Rep - Vonore, United States - Genera Energy Inc.
Description
Summary Description As a Customer Service Representative (CSR), you will represent Genera to the customer and function as a critical liaison between the customer, sales, and operations teams. As a CSR you will receive and process routine customer orders, inquiries, and/or customer issues related to orders. You will also be responsible for maintaining the ongoing relationship with multiple customers and sales staff utilizing knowledge of products, logistics, production planning, and inventory management.Key Tasks Include
In order to be considered for this position candidates are required to submit an application for employment through our career site and willing to take a drug test and submit to a background investigation as part of the selection process.