We're Hiring! Customer Service Representative
Mar-Bal, Inc. is seeking a Customer Service Representative for our Painesville, OH facility! In this role, you'll be the communication link between our manufacturing team and customers, helping manage injection and compression molding orders while providing outstanding customer service.
Essential Functions/Responsibilities:
- Responding promptly to customer inquiries.
- Responsible for processing of all purchase orders received, including entering order into system, distributing order information to all proper departments, handles any change notices as required.
- Responding and processing all telephone orders from customers.
- Work with our customers and senior sales rep to answer questions and provide accurate information about our products.
- Customer contact via telephone, fax, or mail regarding any issues with orders. May need to make
- customer visits to build relationships with key customer contacts.
- Receive customer inquiries and concerns, communicate the information to appropriate team members.
- Gathers required paperwork for proof of delivery and/or claims.
- Take initial information on RMA forms, relay the information to Quality control and Production Departments.
- Maintains specific customer master file and ship-to information.
- Process all required customer EDI files (inbound orders, outbound acknowledgements, and invoices)
- Monitors and maintains data on Customer portals (PO retrieval, order acknowledgment, pack slip entry, etc.)
- Communicate with manufacturing operations to determine production/demand planning to develop past due order plans for customers when the situation arises.
- System Price Management — process price changes when received from the Sales/Quoting Department, deactivate old prices.
- Process Customer consignment consumption for invoicing. Where applicable, manage customer VMI (Vendor Managed Inventory) levels.
- Track Customer shipments for On-Time Delivery.
- Conducts inventory count maintenance on Customer finished goods and purchased components
- Reconciles inventory counts to system through reporting and cycle count module
- Communicate closely with Production, Quality, and Shipping teams
Education and Experience
- 2-5 years prior customer service experience desired
-
High school education, some college education helpful
Skills/Experience Required:
- Ability to stay calm when customers are stressed or upset. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Competent working with Microsoft Office (Word, Excel, Power Point, Outlook) and other related software utilizing a Windows platform.
- Able to collaborate with team.
- Able to multi-task effectively.
- Excellent communication skills — oral, written, and strong presentation skills. Ability to communicate effectively and professionally with diverse individuals. Demonstrated ability to communicate (verbal and written), interact, and influence with all levels including production employees, staff associates, various department managers, the Plant Leadership Teams, and the Executive Committee.
- Demonstrated use of sound judgment and ability to make decisions in a consistent manner.
- Must be resourceful, highly organized with the ability to manage multiple priorities.
- Professional image and demeanor.
- Must be able to track and manage issues through to completion.
- Must demonstrate high integrity, honesty, and ethical behavior.
- Tow motor certification
Mar-Bal, Inc. reserves the right to revise or change job descriptions, duties, and responsibilities as the need arises. This description does not constitute a written or implied contract of employment.
Ability to stay calm when customers are stressed or upset. Maintaining a positive, empathetic, and professional attitude toward customers at all times.- Competent working with Microsoft Office (Word, Excel, Power Point, Outlook) and other related software utilizing a Windows platform.
- Able to collaborate with team.
- Able to multi-task effectively.
- Excellent communication skills — oral, written, and strong presentation skills. Ability to communicate effectively and professionally with diverse individuals. Demonstrated ability to communicate (verbal and written), interact, and influence with all levels including production employees, staff associates, various department managers, the Plant Leadership Teams, and the Executive Committee.
- Demonstrated use of sound judgment and ability to make decisions in a consistent manner.
- Must be resourceful, highly organized with the ability to manage multiple priorities.
- Professional image and demeanor.
- Must be able to track and manage issues through to completion.
- Must demonstrate high integrity, honesty, and ethical behavior.
- Tow motor certification
