Job Description

Customer Service Representative

Hourly Rate: $20 - $25/hr

Full Time ONSITE in Hatfield, PA

Position Overview

We are seeking a Customer Service Representative to oversee and support our customer accounts. This role plays a crucial part in ensuring a high standard of service for both external customers—primarily in the U.S. and Europe, with some support for Asia—and internal stakeholders.

Responsibilities:

• Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.
• Monitor performance and work towards achieving key performance indicators (KPIs) and provide an excellent service to customers.
• Works with Top Customers
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.
• Monitor and assign emails in generic inboxes.
• Responsible for timely acknowledgment of all sales orders, ensuring lead times are correctly communicated and documented to customers.
• Produce written reports when required to do so.
• Traces lost shipments and resolves difficult and complex problems.
• Receive inbound calls and respond to calls as appropriate
• Accurately enter customer sales orders and quotes
• Process/prioritize inbound orders for order entry
• Customer follow-up for order confirmations and changes
• Support with R.M.A. processing as requested
• Providing customer order/backlog reports
• Additional tasks as assigned.

Ideal Qualifications:

• Prior experience in a manufacturing industry Customer Service role.
• High School Diploma, G.E.D, or equivalent (Required).
• Ability to act as a point of escalation for complex customer issues and work closely with management to implement strategies for continuous improvement.
• Prior experience working in an ERP system is required.
• Experience with Salesforce.
• Must possess excellent verbal and written communication abilities.
• Must possess exceptional data entry skills and strong attention to detail.
• Must possess basic computer literacy skills with Excel Pivot tables, Outlook, MS Office, and other related business tools.
• Assist in maintaining and enforcing company rules and safety procedures to ensure a clean and safe work environment.

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