Customer Service Rep - Customer Service - AirBoss Defense Group : Job Details

AirBoss Rubber Compounding, 500 AirBoss Pkwy., Scotland Neck, North Carolina, United States of America Req #364Tuesday, August 13, 2024As the Customer Service Representative, you will be supporting our customers as our first point of contact. Responsible for servicing our customers, maintaining, andgrowing relationships, processing orders, invoicing/credits, data entry, and order management. The individual will be self-motivated, and able to work under pressure in a fast-paced environment. This position reports to the CSM.We are looking for an enthusiastic, highly motivated customer service representative to provide excellent customer satisfaction. Candidates should have a background in customer service, ideally in a manufacturing setting, along with exceptional communication, listening, and problem-solving skills.Primary ResponsibilitiesContract Review Order Management Process: Oversee and optimize the end-to-end order management process within the ERP system with efficiency and accuracy, from order receipt to invoicing.Monitor order status: Proactively identify and resolve issues or delays and provide regular updates to customers and internal customers regarding order progress and expected delivery dates. Act as a liaison between customers, production, sales, technical, and accounting to resolve customer concerns, deliveries, and invoicing issues.Maintain comprehensive and organized records of customer interactions, orders, and resolutions.Key Performance Indicators (KPIs): Provide details and reports on KPIs related to order management, such as order confirmation cycle time and late order reason identification.Demand Planning: Maintain a constant relationship with customers, sales, and manufacturing teams to understand the demand forecasting drivers.QualificationsProficiency and problem-solving: A positive attitude with all customers consistently and equally. Solving problems in a timely manner is essential, identifying and then implementing solutions effectively. Seeks guidance when needed.Excellent interpersonal and communication skills: Clear positive communication skills, good natured, ability to handle high levels of pressure and critical decision-making. Ability to multitask, prioritize, and manage time effectively within a fast-paced environment. Ability to work positively with other team members.Attention to detail: Manage customer accounts and resolve issues accurately. Accurate administrative skills and attention to detail.Customer Service Experience: 5+ years experience in a customer service role; ideally in a manufacturing environment.Accounting essentials: Process daily invoicing and issue customer credits.Proficient computer skills: Microsoft Excel, Access and PowerPoint. Knowledge of ERP (IFS).#J-18808-Ljbffr