[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Promat by Etex is an international leader in sustainable construction, dedicated to inspiring new ways of living. They are seeking a Customer Service Representative to manage the order fulfillment process, ensuring customer satisfaction and streamlining internal communication within a dynamic and fast-paced environment.

Responsibilities

• Make independent decisions on issues of escalation and resolution
• Consistent awareness of customer needs and the ability to proactively manage those needs by mitigating problems and providing solutions that the customer can value
• Ensure incoming customer purchase orders are reviewed and acknowledged and passed through the internal contract review procedure to begin the order process
• Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, and shipping
• Assist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization when necessary
• Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution
• Manage backlog; Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments, identify issues, seek solutions, and communicate resolutions to the customer care team
• Maintain a positive professional disposition in all customer situations, internal and external
• Active participant in company safety processes to include wearing the proper safety equipment and ensuring all visitors to our facility, including drivers adhere to this process
• Actively work on projects and company initiatives with the support and guidance of the Customer Service Lead, Customer Order Fulfilment Manager, and other key team members

Skills

• Experience dealing with customers via, phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendors
• Associate or Bachelor Degree plus one year of previous job related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years' experience building and managing customer relationships
• Positive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially important
• Proficiency in Microsoft Office; Word, Excel, and Outlook required, PowerPoint preferred
• Experience with SAP a plus
• Capable of building solid trusting customer relationships through strong customer focus at each customer touch point
• Exceptional problem solving and analytical skills and the ability to think independently
• High attention to detail and accuracy
• Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day
• Must be a committed team player who seeks to do the right thing for the team, customer and business
• Experience working in a team environment and at ease identifying issues and raising questions
• English speaking
• Experience in Customer Service for technical or industrial products
• Experience with MRP, order entry, or CRM systems
• Experience in a manufacturing environment

Benefits

• Competitive salary with annual salary review and bonus
• FULLY paid top tier medical, dental, & vision benefits for you and your family
• Outstanding paid time off policy
• Flexible work arrangement
• Student Loan Assistance, up to $5,000 annually as eligible
• Learning and Development Opportunities including Tuition Reimbursement
• Highly engaged culture, stable workforce, within a strong, growing global company

Company Overview