Customer Service Representative

Job Details: Job Location: 3321 COUNTY RD A - OSHKOSH, WI, Salary Range: Undisclosed, Job Shift: Day, Essential Duties and Responsibilities

Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers
Maintain a positive, empathetic, and professional attitude towards customers at all times
Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner
Input data from customer calls, emails, orders, etc. into the CRM system
Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
Recommend possible products to meet the customers’ needs
Prepare reports by gathering data collected during customer interactions
Build a positive rapport and customer loyalty with new and existing customers through exemplary service
Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication
Coordinate logistics of daily shipments to specific customers
Coordinate production schedule to customers
Update customers as needed with order status and confirmations
Process customer credit card payments via our ecommerce platform
Assist with any billing or shipment questions
Troubleshoot Exception Notices received from UPS by contacting customers
Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc.
Collaborate with other departments to provide the best service to customers through effective teaming
Support Sales and Marketing staff as needed through CSR functions
Other duties as assigned

Qualifications: Required Skills and/or Abilities

Exceptional interpersonal and communication skills, including active listening and clear articulation
Strong problem solving and conflict resolution skills
Proficient computer skills – Windows Office programs (Outlook, Excel, Word)
Ability to build relationships with customers, vendors, and coworkers
Excellent interpersonal, verbal, and written communication skills
Must be able to follow instructions
Strong organization and time management skills
Self-motivated and able to work independently and in a team setting

Education and Experience

High School diploma or equivalent, required
Previous customer service experience in a manufacturing setting a plus
Experience with ERP and CRM software is desirable