Position Summary:
As a Customer Service Representative, you will be an integral part of plant operations, ensuring seamless communication between the plant and customers. Primary responsibilities include addressing customer inquiries, providing information, coordinating order fulfillment, and maintaining high customer satisfaction. This role requires excellent communication skills, attention to detail, and the ability to thrive in a fast-paced environment.
Job Duties and Responsibilities:
- Serve as the primary point of contact for customer inquiries, orders, and concerns.
- Communicate with customers via phone, email, and in-person visits to provide information, resolve issues, and ensure a positive customer experience.
- Work closely with dispatch and logistics teams to schedule customer pickups and deliveries and communicate shipment status to customers and vendors.
- Enter all shipping and receiving orders into the company system (KP Tools).
- Receive and process customer orders accurately and efficiently.
- Coordinate with production, logistics, and quality assurance teams to ensure timely order fulfillment and delivery.
- Provide updates on the status of swaps and deliveries upon request.
- Develop a comprehensive understanding of company products, processes, and quality standards.
- Proactively identify and resolve customer concerns, complaints, and order discrepancies.
- Collaborate with internal teams to address root causes and implement solutions to prevent recurring issues.
- Generate reports on order status and performance metrics to identify trends and opportunities for improvement.
- Gather feedback regarding product performance, customer service experiences, and areas for improvement.
- Collaborate with cross-functional teams, including sales, production, and customer support, to optimize processes and customer service delivery.
- Become familiar with dispatch responsibilities to provide backup support when needed.
- Perform other duties as assigned by the Plant Manager or General Manager.
Key Position Characteristics:
- Minimum 1–2 years of customer service or related experience, preferably in a manufacturing or industrial environment.
- Experience with order processing and CRM systems is a plus.
- Proficiency in Microsoft Office, particularly Outlook and Excel.
- Familiarity with email scheduling tools such as Microsoft Teams.
- Excellent time management skills with the ability to multitask and prioritize effectively.
- Strong attention to detail and problem-solving skills.
- Excellent written and verbal communication skills.
- Strong organizational and planning skills in a fast-paced environment.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
