Customer Service Representative

Description

Thermcraft is a leading manufacturer of industrial furnaces and thermal processing equipment, is seeking a dedicated and customer-focused Customer Service Representative. This role is crucial for ensuring our customers receive accurate and timely information regarding their orders, products, and technical inquiries. The ideal candidate will be responsible for providing status updates, detailed product information, and connecting customers with the appropriate technical experts within the company.#ZR

Key Responsibilities:

1. Customer Interaction:
   • Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
   • Provide accurate and up-to-date information about order status, product availability, and shipping details.
2. Coordination & Communication:
   • Work closely with the production, shipping, and technical teams to gather the necessary information for customer updates.
   • Facilitate communication between customers and the appropriate technical personnel for more complex inquiries.
   • Ensure all customer interactions are documented in the CRM system for follow-up and reference.
3. Problem Resolution:
   • Address and resolve any customer issues or complaints, escalating to the appropriate department if necessary.
   • Follow up with customers to ensure their concerns have been addressed to their satisfaction.
4. Technical Support:
   • Gain a basic understanding of Thermcraft’s product line to assist customers with initial troubleshooting.
   • Direct customers to technical experts when more detailed or specific assistance is required.
5. Continuous Improvement:
   • Provide feedback to management on recurring customer issues or inquiries to help improve products and processes.
   • Stay informed about industry trends and product updates to better serve customers 

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous experience in customer service, preferably in a technical or manufacturing environment.
• Excellent communication skills, both verbal and written.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite and CRM software.
• A proactive attitude with a passion for helping customers.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.