Overview
At C.H. Guenther we pride ourselves on being customer focused. The Sr. Customer Service Representative is responsible for engaging with customers on behalf of the company while providing a positive experience. The Sr. Customer Service Representative is responsible for managing customer accounts and will act as liaison to provide product information to resolve issues with accuracy and efficiency. In addition, they will support the business by leading internal service meetings and providing service data for leadership.
Responsibilities
Responsible for managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve high performing goals.
Collaborate with multiple internal departments; Distribution, Marketing, Sales Research & Development, Accounting, to manage sales orders and resolve issues in a timely manner.
Balance inventory levels amongst multiple production facilities to meet customer case fill rates.
Answer consumer phone calls while providing product knowledge to resolve inquiries. Utilize specification sheets through website portal.
Manage customer portals, new order requests, order confirmations, order shortage notifications, cancellations and changes.
Lead internal service meetings; define root cause and corrective actions to service disruptions.
Oversee the customer incident process in collaboration with the Quality team.
Facilitate documentation workflow, coach customer service team on policies and procedures.
Prepare and analyze service level reports, present to customers during business reviews.
Perform other duties as required.
Minimum Job Requirements
Education/Certifications:
Must have at least a high school diploma or the equivalent. A college degree is preferred.
Experience:
Must have at least three years of customer service experience; 5 years preferred. Previous experience in Manufacturing or Operations a plus.
Knowledge, Skills And Abilities:
Must have knowledge of customer service principles and practices to elevate customer experience.
Must have critical thinking and problem-solving skills to resolve escalated customer issues.
Must have organizational and initiative ability for time management; adapt to fast-paced environments.
Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internally and externally.
Must have ability to analyze and interpret daily reports.
Must have experience using ERP systems; experience with SAP preferred.
Must have strong skills with Microsoft Office, Word, Excel, PowerPoint, SharePoint.
Supervisory Responsibilities
Work requires functioning as a team leader.
Working Conditions And Physical Effort
Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing and kneeling as needed; utilizing fine dexterity, the ability to see, hear, and communication with colleagues as well as others by utilizing professional etiquette.
Work environment involves light exposure to physical risks such as working around mechanical, chemical and electrical hazards.
Personal protective equipment, as defined by C.H. Guenther and Son, will be provided.
Expectations
Will demonstrate, promote and exemplify the Company’s Core Values
About At C.H. Guenther, we value transparency in compensation. By providing the salary range for this role, we aim to promote fairness and help candidates make informed choices about their career. The salary range for this role is:
$24.42 - $40.92
Actual compensation may vary based on job-related knowledge, skills, and experience, as well as geographic location.
C.H. Guenther & Son will never offer or pay a wage or salary that is not compliant with applicable local, state, or federal pay laws, including minimum salary thresholds.
We also offer a variety of benefits, including health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company-paid holidays.
For Additional Information About Our Company, Go To Www.chg.com.
C.H. Guenther & Son and its subsidiaries are E-Verify participating employers. Click here for more information regarding E-verify. All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required. AA/EEO/Drug-Free Employer
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Responsibilities
Responsible for managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve high performing goals.
Collaborate with multiple internal departments; Distribution, Marketing, Sales Research & Development, Accounting, to manage sales orders and resolve issues in a timely manner.
Balance inventory levels amongst multiple production facilities to meet customer case fill rates.
Answer consumer phone calls while providing product knowledge to resolve inquiries. Utilize specification sheets through website portal.
Manage customer portals, new order requests, order confirmations, order shortage notifications, cancellations and changes.
Lead internal service meetings; define root cause and corrective actions to service disruptions.
Oversee the customer incident process in collaboration with the Quality team.
Facilitate documentation workflow, coach customer service team on policies and procedures.
Prepare and analyze service level reports, present to customers during business reviews.
Perform other duties as required.
Minimum Job Requirements
Education/Certifications:
Must have at least a high school diploma or the equivalent. A college degree is preferred.
Experience:
Must have at least three years of customer service experience; 5 years preferred. Previous experience in Manufacturing or Operations a plus.
Knowledge, Skills And Abilities:
Must have knowledge of customer service principles and practices to elevate customer experience.
Must have critical thinking and problem-solving skills to resolve escalated customer issues.
Must have organizational and initiative ability for time management; adapt to fast-paced environments.
Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internally and externally.
Must have ability to analyze and interpret daily reports.
Must have experience using ERP systems; experience with SAP preferred.
Must have strong skills with Microsoft Office, Word, Excel, PowerPoint, SharePoint.
Supervisory Responsibilities
Work requires functioning as a team leader.
Working Conditions And Physical Effort
Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing and kneeling as needed; utilizing fine dexterity, the ability to see, hear, and communication with colleagues as well as others by utilizing professional etiquette.
Work environment involves light exposure to physical risks such as working around mechanical, chemical and electrical hazards.
Personal protective equipment, as defined by C.H. Guenther and Son, will be provided.
Expectations
Will demonstrate, promote and exemplify the Company’s Core Values
About At C.H. Guenther, we value transparency in compensation. By providing the salary range for this role, we aim to promote fairness and help candidates make informed choices about their career. The salary range for this role is:
$24.42 - $40.92
Actual compensation may vary based on job-related knowledge, skills, and experience, as well as geographic location.
C.H. Guenther & Son will never offer or pay a wage or salary that is not compliant with applicable local, state, or federal pay laws, including minimum salary thresholds.
We also offer a variety of benefits, including health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company-paid holidays.
For Additional Information About Our Company, Go To Www.chg.com.
C.H. Guenther & Son and its subsidiaries are E-Verify participating employers. Click here for more information regarding E-verify. All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required. AA/EEO/Drug-Free Employer
#J-18808-Ljbffr