Customer Service Representative

This is an onsite position in Mayfield Heights, OH
 

Job Function

Reporting into the North America Customer Service Manager, the Customer Service Representative will be based out of Mayfield Heights, OH.   This role is a liaison between customers and the company stakeholders.  Responsibilities include responding to customer inquiries, resolving complaints and issues, processing orders and transactions, maintaining accurate customer records, and providing product support.

Responsibilities

Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. 

Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future questions and document interactions and outcomes for future reference.

Safeguards Vibrantz and its customers by handling information in a confidential and sensitive manner.

Ensure accurate pricing and terms of sale.

Schedule shipments in accordance with customer expectations and established business parameters. 

Provide quality service and support in a variety of other areas including, but not limited to: billing, placing and modifying orders and system troubleshooting. 

Communicate with and troubleshoot customer issues over the phone and through email.

Contact customers to ascertain missing data and/or clarify orders. 

Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company. 

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. 

Maintain accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. 

Maintain a positive relationship with other departments for order completion. Collaborates effectively across functions such as Supply Chain, Production Planning, Scheduling, Commercial/Sales Managers, and Account Receivable.

Handles customer complaints with patience and professionalism.  Escalates complex issues to the appropriate manager. 

Required Experience

High school diploma or GED required.

1+ year administrative experience, preferably in a customer service environment. 

Strong communication skills, patience and problem-solving skills are essential. 

Excellent technology skills, preferably using a CRM system such as SAP.