Customer Service Representative
Muskego, WI
Full Time
Mid Level
Position Summary
Responsible for acting as a liaison between NABCO Entrances and its customers. Assists with orders, customer account questions, complaints, errors, cancelations, and other inquiries. Will apply basic skills and develop advanced customer service and technical skills through continued extensive self-study, along with mentoring by more experienced Customer Service Representatives and Customer Service Manager. Deliver exceptional customer service at every customer interaction.
Essential Functions
Qualifications
Knowledge, Skills, Abilities
Education, Training, Experience
Working Conditions and Physical Demands
Long periods of sitting and working at a computer are required, with rare exposure to the factory. Sedentary work is performed in an office with little to no exposure to extreme weather or hazardous conditions. Typical office equipment such as a computer, laptop, and phone are used. May be noisy due to proximity to factory. This position may require rare exposure to the factory, which includes extreme weather conditions; noisy, dusty, and dirty environments; and motorized equipment that pose potential safety hazards. Reaching above shoulder height and below the waist, as well as lifting up to 30 lbs. is occasionally required. Proper safety procedures, lifting techniques, and personal protective equipment guidelines are always to be followed. This position may require extended hours and overtime depending on business needs.
Responsible for acting as a liaison between NABCO Entrances and its customers. Assists with orders, customer account questions, complaints, errors, cancelations, and other inquiries. Will apply basic skills and develop advanced customer service and technical skills through continued extensive self-study, along with mentoring by more experienced Customer Service Representatives and Customer Service Manager. Deliver exceptional customer service at every customer interaction.
Essential Functions
- Review, properly enter, discount, and price basic customer account orders into business systems.
- Maintain customer records by updating account information.
- Determine customer needs and resolve routine issues or concerns via phone, email, or letter.
- Utilize computer technology to handle high call volumes.
- Maintain the highest levels of customer rapport (internal and external) through use of proper and professional business etiquette.
- Share customer feedback, requests, and potential quality issues and trends with the Customer Service Manager.
- Follow and maintain department/company procedures, work instructions, ISO Documentation, and forms.
- Identify areas of improvement to retain customers, reduce expenses, and increase quality.
- Maintain interaction with the customer throughout the entire order process
- Other duties as assigned.
Qualifications
Knowledge, Skills, Abilities
- Proficiency in standard business software, such as Microsoft Word and Excel.
- Strong communication skills (i.e., listening, verbal, and written).
- Familiarity with SAP and CRM systems
- Must have customer focus and remain calm, patient, positive, and courteous under pressure.
- Organization skills with attention to detail and consistent follow-through.
- Fundamental conflict resolution, problem solving, and decision-making skills.
- Must be collaborative, team oriented, and open to new ideas and ways of servicing the customer.
- Ability to prioritize, multi-task, and manage time effectively
- Technical aptitude and the ability to learn an industry-specific software system.
- Must be able to read and interpret documents such as work instructions and basic drawings.
- Ability to perform essential math functions such as addition, subtraction, multiplication, division, percentages and measurement conversion.
Education, Training, Experience
- High school diploma or equivalent required. Associate degree in business, Engineering, Communications, or related field preferred
- 1 – 3+ years related customer service experience/skills progression preferred
- SAP experience preferred
Working Conditions and Physical Demands
Long periods of sitting and working at a computer are required, with rare exposure to the factory. Sedentary work is performed in an office with little to no exposure to extreme weather or hazardous conditions. Typical office equipment such as a computer, laptop, and phone are used. May be noisy due to proximity to factory. This position may require rare exposure to the factory, which includes extreme weather conditions; noisy, dusty, and dirty environments; and motorized equipment that pose potential safety hazards. Reaching above shoulder height and below the waist, as well as lifting up to 30 lbs. is occasionally required. Proper safety procedures, lifting techniques, and personal protective equipment guidelines are always to be followed. This position may require extended hours and overtime depending on business needs.
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