Customer Service Representative II – SATO America
Overview:
SATO America is seeking a detail‑oriented, service‑focused Customer Service Representative II. At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world.
Summary The incumbent will be responsible for providing exceptional service to our customers, addressing inquiries and concerns, and ensuring customer satisfaction through effective communication and problem‑solving. The incumbent will also respond to general product questions from both partners and customers, demonstrating a sense of urgency and accountability in meeting customer needs and requests for service and assistance. This position serves as a liaison between the business unit, the sales organization, and our customers across the various markets we serve.
Duties & Responsibilities
Provide exceptional customer service through phone, email, and online channels.
Proof orders for order accuracy; answer customer and sales inquiries including shipping/delivery dates, order changes/cancellations, etc.
Interact with customers and internal departments to confirm requirements, obtain quotes, regulatory documents, and request part numbers to ensure satisfaction.
Serve as the liaison between the business, the sales organization and our customers.
Problem resolution including order management, and process improvement recommendations to Operations that drive production schedules to meet customer needs.
Effectively multi‑task and manage a high volume of emails and incoming calls.
Accept and enter service calls; notify technicians of customers’ needs when required.
Submit paperwork to manufacturing and sales to obtain correct work and price estimates.
Review customer stock inventory to ensure product levels are maintained.
Maintain records of releases and provide customer‑specific reports.
Perform various clerical work such as data entry and filing.
Perform all duties safely following company policies and procedures.
Resolve customer complaints in a professional manner and enter them into Oracle and ETQ systems.
Work well independently with minimal supervision as well as in a collaborative team environment.
Analyze, establish, and recommend customer‑centric solutions with a professional demeanor, tact, and an ability to maintain positive relationships with internal/external customers.
Adhere to and comply with SAL Safety and Quality Management Systems, including ISO9001: Current Edition, cGMP's, FSC, and UL.
Show flexibility to work overtime when needed to meet business demands.
Perform other duties as assigned.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associate degree (A.A.) or equivalent from a two‑year college; or one to three years of related experience and/or training; or equivalent combination of education and experience.
Solid working knowledge of Microsoft Office Suite.
Knowledge of Oracle, Microsoft D365, or other ERP & business system software.
Excellent verbal, written, and interpersonal communication skills.
Excellent critical thinking skills to analyze and solve problems and provide customer‑centric results.
Diligent and detail‑oriented.
Ability to manage competing priorities, shift gears to react to urgent scenarios, and meet daily commitments.
Physical Demands
Sitting: Remaining in the seated position.
Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm.
Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Travel Requirements Rarely
Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits Health & Wellness:
medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees’ health insurance coverage along with 100% company‑paid Life & AD&D, short‑term and long‑term disability insurance, and a pre‑tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.
Time Away:
We observe 10 company‑paid holidays per year and up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5). We also offer six (6) accrued personal days for you to use for weddings, moving, mental health, religious holiday, sick child, or any truly personal reason.
Saving for the Future:
401(k)–retirement savings plan with employer match and no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar‑for‑dollar of your 401(k)–deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay.
Work‑Life:
we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.
Equal Opportunity Employer SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy‑related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
If you are excited about this role but do not meet all the qualifications listed above, we encourage you to apply.
We are focused on creating and fostering a diverse and inclusive workforce.
Management Commitment Management is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.
#J-18808-Ljbffr
SATO America is seeking a detail‑oriented, service‑focused Customer Service Representative II. At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world.
Summary The incumbent will be responsible for providing exceptional service to our customers, addressing inquiries and concerns, and ensuring customer satisfaction through effective communication and problem‑solving. The incumbent will also respond to general product questions from both partners and customers, demonstrating a sense of urgency and accountability in meeting customer needs and requests for service and assistance. This position serves as a liaison between the business unit, the sales organization, and our customers across the various markets we serve.
Duties & Responsibilities
Provide exceptional customer service through phone, email, and online channels.
Proof orders for order accuracy; answer customer and sales inquiries including shipping/delivery dates, order changes/cancellations, etc.
Interact with customers and internal departments to confirm requirements, obtain quotes, regulatory documents, and request part numbers to ensure satisfaction.
Serve as the liaison between the business, the sales organization and our customers.
Problem resolution including order management, and process improvement recommendations to Operations that drive production schedules to meet customer needs.
Effectively multi‑task and manage a high volume of emails and incoming calls.
Accept and enter service calls; notify technicians of customers’ needs when required.
Submit paperwork to manufacturing and sales to obtain correct work and price estimates.
Review customer stock inventory to ensure product levels are maintained.
Maintain records of releases and provide customer‑specific reports.
Perform various clerical work such as data entry and filing.
Perform all duties safely following company policies and procedures.
Resolve customer complaints in a professional manner and enter them into Oracle and ETQ systems.
Work well independently with minimal supervision as well as in a collaborative team environment.
Analyze, establish, and recommend customer‑centric solutions with a professional demeanor, tact, and an ability to maintain positive relationships with internal/external customers.
Adhere to and comply with SAL Safety and Quality Management Systems, including ISO9001: Current Edition, cGMP's, FSC, and UL.
Show flexibility to work overtime when needed to meet business demands.
Perform other duties as assigned.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associate degree (A.A.) or equivalent from a two‑year college; or one to three years of related experience and/or training; or equivalent combination of education and experience.
Solid working knowledge of Microsoft Office Suite.
Knowledge of Oracle, Microsoft D365, or other ERP & business system software.
Excellent verbal, written, and interpersonal communication skills.
Excellent critical thinking skills to analyze and solve problems and provide customer‑centric results.
Diligent and detail‑oriented.
Ability to manage competing priorities, shift gears to react to urgent scenarios, and meet daily commitments.
Physical Demands
Sitting: Remaining in the seated position.
Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm.
Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Travel Requirements Rarely
Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits Health & Wellness:
medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees’ health insurance coverage along with 100% company‑paid Life & AD&D, short‑term and long‑term disability insurance, and a pre‑tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.
Time Away:
We observe 10 company‑paid holidays per year and up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5). We also offer six (6) accrued personal days for you to use for weddings, moving, mental health, religious holiday, sick child, or any truly personal reason.
Saving for the Future:
401(k)–retirement savings plan with employer match and no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar‑for‑dollar of your 401(k)–deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay.
Work‑Life:
we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.
Equal Opportunity Employer SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy‑related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
If you are excited about this role but do not meet all the qualifications listed above, we encourage you to apply.
We are focused on creating and fostering a diverse and inclusive workforce.
Management Commitment Management is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.
#J-18808-Ljbffr