Senior Customer Service Representative I

JOIN THE WAGNER FAMILY
Thank you for your interest in Wagner. We always have our eyes open for talented people who want to learn, grow and expand their capabilities with Wagner. From start to finish, you'll enjoy a fun and colorful career at Wagner.
 
Wagner is small enough that you matter and large enough for you to make a difference.
Wagner believes that people represent a company's most important asset. At Wagner, we strive to create an organization where everyone participates and efforts are focused toward continuous improvement. These improvements are driven by dedication, teamwork, and the innovation of the Wagner family.
 
Our company participates in the US government's E-Verify process. In addition, all offers of employment are contingent on a drug test and background check.
 
YOUR BENEFITS
Our benefit package includes starting at 4 weeks PTO per year, 401(k) and a company match, medical, dental, life, disability, long term care insurance, as well as tuition reimbursement.
 
Title: Senior Customer Service Rep
Reports to: Senior Operations Director
 
Introduction
WAGNER is a well-established company with 75 years of operating experience. With over 2000 employees worldwide, the WAGNER Group is a world leading manufacturer and supplier of high technology surface finishing products and systems. Users of our efficient, reliable, and cost-effective solutions include final consumers, contractors, and industrial manufacturing companies. The company operates as two divisions, Decorative Finishing (DF) and Industrial Solutions (IS).

 

Position Objective

Provide world class customer service and support. Build and maintain business relationship with customers by providing prompt and accurate service. Resolve issues pertaining to orders, handle complex customer inquiries, and identify and escalate trending issues. Partner with sales representatives and operations to ensure that customers are satisfied with products and services. May give direction and provide training to junior team members as needed.

 

Responsibilities

• Accurately and efficiently process customer purchase orders in sales order entry.
• Manage order management reports, actions, or follow ups according to work instructions. 
• Process credit requests, and other non-warranty claims. 
• Provide phone support and manage shared inbox, responding promptly to customer inquiries.
• Maintain a positive, empathetic, and professional attitude. Ensure customer satisfaction and provide professional customer support.
• Respond promptly to sales team inquiries. Maintain single point of contact for sales representatives. Redirect occasionally to the correct resource. 
• Communicating and coordinating with colleagues as necessary.
• Acknowledging, resolving, and escalating customer complaints accordingly.
• Maintain accurate and timely execution of a specialized workflow. Examples: EDI processing, consignment transactions, key account support, and more.
• Be a subject matter expert. Examples: SAP key user, new employee trainer.
• Support continuous improvement. Provide feedback on the efficiency of the customer service process.
• Work closely with other departments to ensure that customer issues are resolved promptly and effectively.
• Provide training and instruction as needed.
• Other duties as assigned.

 

Relationship To Others
Work with RSMs (Regional Sales Managers) and Product Support team as needed for sales order entry. Work internally with Production and Operations to meet customer deadlines. 

 

Qualifications:

Education and Experience

High school diploma/GED required. 3+ years customer service experience in related industry or an equivalent combination of education, training, and experience as determined by the hiring manager and Human Resources. 

 
Preferred Qualifications
Associate’s degree in a business-related field preferred.

 

Knowledge, Skills, and Abilities

Highly organized and detail-oriented.

• Excellent verbal and written communication skills.
• Creative problem-solving and critical thinking.
• Customer centric attitude, enjoys engaging with others.
• Teamwork, multitasking, and time management skills.
• Intermediate computer skills including Microsoft Word, Excel, Outlook and ERP system (SAP) and other computer skills. 

Working Conditions
Work is performed in a standard office environment which requires occasionally lifting articles such as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job is in this category may require walking or standing to a significant degree or may involve sitting most of the time wit