Customer Service Representative

This position is an integral member of the Sales and Marketing Group. This position works closely with all Logistics, Sales, Finance, and Manufacturing.

The Customer Service Representative is responsible for ensuring a high level of customer service and satisfaction, striving for “error free” order administration and customer responsiveness. In this position the incumbent strives to be a role model and leader that values the need to quickly resolve problems and make informed decisions.

This position has the responsibility to align with the customer service strategic plan and can take on special assignments as the needs arise.

This position may reside in either Newark, DE, or Terre Haute, IN.

Responsibilities:

• Takes initiative, works to creatively exceed customer service standards in accordance with company strategies, values and polices.
• Operates with a high degree of professionalism.
• Maintains customer relationships with specific customers, prospects, and reps, as well as monitors the status of orders and follow-up as needed.
• Ensures customer service performance goals are met.
• Ensures an effective balance exists between available inventories, production schedules and customer demands.
• Works in support of resolving customer service-related issues, with urgency.
• Works in collaboration in the establishment of the customer service operating plans/budgets and manages them to ensure cost target and business objectives are met.
• Manages the daily activities of customer service representatives.
• Requests, receives, and reviews purchase orders from customers.
• Coordinates with appropriate departments and personnel to meet customer requirements.
• Communicates and interacts regularly with internal and external customers.
• Monitors status of open orders confirms shipping dates and communicates problems and delays to customers and management when necessary.
• Coordinate shipping arrangements with customer.
• Coordinates partial orders as requested by customer.
• Provide proforma invoices, corrections, credits, and debits as needed or as directed by Sales.
• Processes and coordinates customer issues or complaints; returns and replacement orders for materials damaged in transit or rejected by customers to include communicating with customers and company personnel.
• Responds to customer inquiries and complaints utilizing other company personnel as required.
• Handles issues related to order entry, work order, invoicing, and shipping.
• Maintain customer and department filing and archiving systems; keep records of customer transactions, inquiries, and complaints.
• Provide material information sheets upon request.
• Handles all calls from customers, Sales, and internal contacts.
• Enters various data into the SAP system to include revised customer data.
• Provide customers with status of corrective actions, documents (packing list, bill of lading, COA, ASN, COO, USMCA, etc.)
• Performs duties of other Customer Service Representatives as needed in their absence.
• Manage time and tasks with little or no supervision.
• Create and maintain e-mail distribution lists in SAP, account procedures, customer material master records.
• Performs necessary inventory transfer, request pallet re-labeling or secures waiver from customer.
• Engage in call report meetings via Teams with Sales and customer.
• Assist Sales and customer regarding aging inventory management.
• Maintain training modules and file management systems.
• All other tasks that might be requested.

Requirements:

• High School Diploma is required (Associate’s degree is preferred).
• Knowledge of business and communication principles involved in customer relationship management.
• A minimum of 3-5 years of relevant work experience in customer service function is required.
• Strong customer management background is required.
• Strong relationship building skills are essential.
• Strong written and verbal communication skills are required.
• Strong numerical and reasoning abilities.
• Strong data reporting and computer skills.
• Must have a clear/strong understanding of customer service technologies, quality improvement techniques and initiatives.
• Must be able to work independently.
• Must understand customer service expectations.
• Must be highly organized, action and detail oriented.
• Must be proficient in MS Office, including Excel, Word, and PowerPoint. Power Bi and SharePoint experience a plus.
• Experience with SAP systems and or other ERP/CRM tools experience preferred.

Taghleef is a Drug Free Workplace - Must pass pre-employment drug screen and background check.

Taghleef Industries, Inc. is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.