Customer Service Representative in Willoughby, Ohio at Ericson Manufacturing Co

We are seeking an experienced Customer Service Representative to join our team!

The Company: Ericson Manufacturing engineers and manufactures temporary power, lighting and safety electrical products for your workplace. Family owned and operated since 1918, our mission is to safeguard your jobsite with quality and innovative solutions with a commitment to safety, ease of use and reliability.

The Role: The Customer Service Representative is responsible for serving customers by providing product and service information and resolve any emerging problems with accuracy and efficiency. Activities include: fielding customer calls, resolving customer issues, answering product questions, following through and facilitating solutions to customer inquiries and problems.

Available Shift: 8:00 AM – 5:00 PM (M – F)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Taking inbound calls from customers, sales reps or distributors and provide information relating to orders, technical inquiries, order status, availability of parts, and other various customer requests.
• Assisting customers via online customer web chat system.
• Maintenance and updating of customer files. Data entry and maintenance of customer accounts in company ERP / CRM systems.
• Gathers all internal data available and uses creative problem solving to resolve customer issues and get information back to the caller as soon as possible.
• Handles Return Goods Authorizations (RGAs) when received from the customer according to internal Ericson policy and procedure.
• Follow through once product is received to ensure that customer credit is issued and customer satisfaction is restored.
• Works to resolve any customer issues by working with other departments within the company to determine an appropriate solution.
• Receives and prepares customer complaint documentation and submits to appropriate internal personnel.
• Follow up with missing or delayed shipments.
• Additional duties as required.

MINIMUM QUALIFICATIONS, EDUCATION, AND CERTIFICATIONS:

• Minimum of 3 years customer service experience in a manufacturing environment.
• Experience in the electrical industry preferred.
• Experience working with independent manufacturer’s representative agencies and distributors preferred.
• ERP database and CRM database experience preferred.
• Ability to actively problem solve and remain calm under pressure in a fast-paced environment.

Ericson offers a competitive compensation and benefit program