Teknion Corporation
Reports To
Regional Operations Manager
Position Summary This hybrid role is based in Mount Laurel, NJ. The Customer Service Representative provides focused support to our dealerships and internal departments within an assigned regional territory. Acting as liaison between dealers, Teknion Sales, and Corporate facilities, the representative manages order requirements during production, balancing the best interests of both client and Teknion. The position requires multi‑tasking and critical thinking skills, and the ability to handle diverse personalities while working in a collaborative environment.
Essential Job Duties and Responsibilities Oversight of Orders through the Manufacturing Process
Responds to all manufacturing clarification questions in an expeditious manner to ensure orders are not stopped in production.
Manages delay notifications (DN's) and escalates when deliverables fall out of established timelines for installation. Analyses level of urgency and makes recommendations for additional freight expenditures, obtaining management approval as necessary.
Ensures delivery schedules are submitted within posted Logistics guideline while negotiating with shipping to meet the dealer's arrival needs for critical shipments.
Maintains awareness of change orders for potential impact to delivery schedules and modifies schedules accordingly.
Provides consulting support on LTL shipments.
Monitors all back‑orders for timeliness of shipping while determining the level of importance for shipping requirements.
Provides factual details to management for their engagement on escalation needs.
Alerts and communicates issues with Teknion Sales when appropriate for project‑specific orders they are involved with.
Management of Daily Workflow
Reviews Open Order Log weekly to ensure all orders are shipping on time; researches and resolves discrepancies.
Manages SOKL (Set of Keys Alike) key report and confirms customers' own materials (COMs) are received.
Ensures a steady movement of workflow in a shared‑team environment department email box; determines and prioritizes urgency levels.
Demonstrates sound decision‑making recommendations and adheres to processes and procedures as guidance to ensure company profitability, while showing flexibility to help solve customer issues.
Supports dealer order‑in questions and provides guidance to customers on pre‑order and/or claim processes.
Establishes backup and cross‑training for seamless transition during non‑planned absences and vacations.
Maintains product knowledge: reviews and is familiar with all marketing memos, attends all product launch training sessions, and understands where and how product is produced within the Teknion facilities.
Supports other departments with suggestions, guidance and assistance on issues not necessarily pertaining to an order associated to the region.
Prompt, reliable and regular attendance.
Other duties as assigned.
Experience, Skill and Educational Requirements
Associate's degree or higher preferred.
3‑5 years of customer service experience necessary.
Related industry experience a plus.
Proficient in the complete Google Suite offering along with Word, Excel and PowerPoint.
Excellent written & verbal communication skills for diverse audiences.
Ability to analyze and develop alternate solution recommendations.
Detail and multi‑task oriented team player.
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Position Summary This hybrid role is based in Mount Laurel, NJ. The Customer Service Representative provides focused support to our dealerships and internal departments within an assigned regional territory. Acting as liaison between dealers, Teknion Sales, and Corporate facilities, the representative manages order requirements during production, balancing the best interests of both client and Teknion. The position requires multi‑tasking and critical thinking skills, and the ability to handle diverse personalities while working in a collaborative environment.
Essential Job Duties and Responsibilities Oversight of Orders through the Manufacturing Process
Responds to all manufacturing clarification questions in an expeditious manner to ensure orders are not stopped in production.
Manages delay notifications (DN's) and escalates when deliverables fall out of established timelines for installation. Analyses level of urgency and makes recommendations for additional freight expenditures, obtaining management approval as necessary.
Ensures delivery schedules are submitted within posted Logistics guideline while negotiating with shipping to meet the dealer's arrival needs for critical shipments.
Maintains awareness of change orders for potential impact to delivery schedules and modifies schedules accordingly.
Provides consulting support on LTL shipments.
Monitors all back‑orders for timeliness of shipping while determining the level of importance for shipping requirements.
Provides factual details to management for their engagement on escalation needs.
Alerts and communicates issues with Teknion Sales when appropriate for project‑specific orders they are involved with.
Management of Daily Workflow
Reviews Open Order Log weekly to ensure all orders are shipping on time; researches and resolves discrepancies.
Manages SOKL (Set of Keys Alike) key report and confirms customers' own materials (COMs) are received.
Ensures a steady movement of workflow in a shared‑team environment department email box; determines and prioritizes urgency levels.
Demonstrates sound decision‑making recommendations and adheres to processes and procedures as guidance to ensure company profitability, while showing flexibility to help solve customer issues.
Supports dealer order‑in questions and provides guidance to customers on pre‑order and/or claim processes.
Establishes backup and cross‑training for seamless transition during non‑planned absences and vacations.
Maintains product knowledge: reviews and is familiar with all marketing memos, attends all product launch training sessions, and understands where and how product is produced within the Teknion facilities.
Supports other departments with suggestions, guidance and assistance on issues not necessarily pertaining to an order associated to the region.
Prompt, reliable and regular attendance.
Other duties as assigned.
Experience, Skill and Educational Requirements
Associate's degree or higher preferred.
3‑5 years of customer service experience necessary.
Related industry experience a plus.
Proficient in the complete Google Suite offering along with Word, Excel and PowerPoint.
Excellent written & verbal communication skills for diverse audiences.
Ability to analyze and develop alternate solution recommendations.
Detail and multi‑task oriented team player.
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