Customer Service Representative

Customer Service Representative

The Customer Service Representative provides critical customer service backup coverage to multiple brands, while also managing key customer and factory relationships. Work with the sales organization, profit centers, technical support, order entry, shipping, and finance teams to support all levels of customer requirements. Provide timely and accurate follow-through on all order-related issues. Support Manager of Customer Service as required.

What you will be doing:

• Provide thorough, accurate and sincere guidance to customers.
• Research & respond to inquiries regarding pricing, order status, product availability and shipping information within a timely fashion.
• Process all shortage/replacements within 24 hours of receipt to ensure rapid shipment of product.
• Utilize JD Edwards ERP alongside multiple in-house software tools to address all customer inquiries.
• Manage the delayed order notification (DON) process communicating directly with customers and ensuring orders are updated in a timely fashion.
• Make sound decisions that maintain a balance between company policy and customer benefit.
• Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our Net Promoter Score.
• Manage customer communications through various platforms: CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel and more.
• Work with team members (including order processors) to reduce the number of returns and credits due to internal errors.
• Assist in the entry of orders through the CCF system as required.
• Display high standards of professional conduct at all times.
• Perform other duties as assigned and warranted.

What we are looking for:

• B.S. Degree, or equivalent practical customer-facing experience (work in B2B / manufacturing environment is a plus).
• Effective team player; works well in a diverse work environment.
• Very strong interpersonal & communication skills.
• Very strong decision making and problem-solving skills.
• Ability to multi-task in a fast-paced environment, able to juggle many issues simultaneously, and must be able to work as part of a team.
• Ability to master multiple computer applications/systems/software, skilled with Microsoft Windows and Office products.
• Must be able to work in the Berlin, CT office full-time.
• Ability to travel (infrequent)

What we Offer!

We believe in creating opportunities and providing benefits that empower you to grow, thrive, and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team:

• Competitive Salary
• Paid Vacation, Sick Time, and paid Company Holidays
• Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Flexible Spending
• Employee Assistance Program
• Discount portal
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career