Customer Service Representative

Overview

The Global Filter Customer Service Representative will report to the Customer Service Manager and will be based in Cedar Rapids, Iowa. The Customer Service Representative position is critical to our business both in terms of long-term success and day-to-day operations. This individual is responsible for the processing of inquiries received from customers. The Customer Service Representative will support the customer with order entry, order confirmation, shipping updates, pricing, availability of product offerings, and some product selection guidance for existing products. The position requires frequent interaction with all members of the organization, vendors, and customers in a fast-paced environment. 

 

The ideal candidate will be a self-motivated quick learner with a strong bias for action. The candidate will possess a customer-centric mindset, exceptional attitude, sound communication skills, strong attention to detail, willingness to develop an in-depth understanding of products and accounts, and the motivation necessary to provide outstanding customer service. The person must be tenacious at heart and enjoy the challenge of building new relationships. The Customer Service Representative will possess an entrepreneurial mindset, and a team-player focus to quickly and effectively collaborate with customers and internal stakeholders to resolve problems.

Responsibilities

• Enter orders into ERP system in a timely manner
• Achieves and maintains good rapport with customers and works to provide the best possible service at all times
• Respond appropriately to customer requests with a high sense of urgency, which includes product concerns or complaints and coordinate solutions with internal stakeholders
• Prepare quotations of existing product and assumes responsibility for providing samples and answers to customer questions and inquiries
• Maintain accuracy of incoming and existing orders by ensuring all products, quantities, pricing, dates, order numbers, notes, and other essential information is properly maintained and comprehensive
• Coordinate details of orders throughout the order fulfillment lifecycle to ensure completion of the order and delivery commitment meet or exceed customer requirements
• Ensure existing contract details are accurate on orders by reviewing contracts, price lists, quotes, and notes
• Discuss quote specifications with Sales Team, Product Managers, or other stakeholders; provide follow-up as needed
• Partner effectively with Sales & Operations team members to drive territory coverage and exploit sales opportunities
• Establish and maintain current client and potential customer relationships
• Assists with identifying and resolving customer concerns
• Organize and maintain accurate electronic files within ERP system, CRM, Quote and Order files, and within Microsoft Outlook
• Prepares documents and coordinates new client information, purchase orders, return goods memos, credit and rebills with vendors, Sales Team, Product Managers, and our Accounting department for review or action as necessary
• Other duties and responsibilities as assigned

Knowledge, Skills, & Abilities

• Excellent verbal and written communication skills for responding to questions
• Exceptional interpersonal skills are critical
• Demonstrates a confident and positive attitude through day-to-day interactions with internal and external stakeholders
• Must possess strong problem-solving skills to lead resolution efforts focused on creating an exceptional customer experience
• Partner effectively with the Sales, Procurement, Accounting, and Operations teams to ensure customers’ needs are met
• Ability to work independently as a self-starter
• Must be able to adapt and work effectively with a variety of customers and changing situations
• Possess excellent organizational skills with very effective attention to detail
• Robust time management skills are essential
• Skilled at working within deadlines and prioritizing multiple projects with minimal supervision to meet changing business needs
• Demonstrated organizational, problem-solving, and analytical skills
• Must be able to maintain confidentiality
• Must be committed to expanding product knowledge and utilizing all available resources while striving for continuous improvement, both professionally and for business success
• Possess a high level of emotional intelligence, ensuring an exceptional customer experience
• Proficiency in use of Microsoft Office; specifically, Outlook, Excel, PowerPoint, and Word
• Working knowledge of teleconference tools

Qualifications

• High School Diploma or equivalent is required
• Associate’s Degree in