Customer Service Representative - job

JustriteMattoon, IL
Justrite jobs

Company

Salary

Skills

Job Description

Mattoon, IL Justrite Manufacturing JOB SUMMARY

The purpose of this position is to serve as the key contact for both external and internal customers regarding all product lines. This position supports the customer fulfillment process by performing all aspects of customer order management. Problem solving, decision making and communication skills are required to maximize the focus on customer relationship management, also working well in a team environment. The ability to review and recommend improvements and enhancements within Customer Service and JMC systems and processes is key to ensure the best customer experience. This position is also responsible for generating new sales opportunities through analysis of distribution and penetration of various channels working the respective Sales Reps. The position also requires review of current markets, analyze competitor share, and recommend opportunities to bundle Justrite and work with Sales Reps to gain market share.

JOB RESPONSIBILITIES
  • Process external and internal orders to ensure accurate and timely deliveries with the focus on departmental standards for quality, efficiency and productivity. This includes all ordering methods (phone, fax, EDI, etc.).
  • Research and provide solutions to customer service issues, such as product availability, invoice, and proof of delivery, distribution, pricing and logistics issues.
  • Maintain open communications with Sales, Marketing, Credit, Shipping/Traffic and Planning to resolve and identify process/customer issues/opportunities.
  • Issue return authorization and billing adjustment requests for billing reconciliation.
  • Manage specific customer requirements with key customers.
  • Keep current on product information/knowledge, marketing and system capabilities.
  • Through analysis of markets, work with Sales Reps to penetrate new markets and expand current distribution channels.
  • Research and analyze current competition and their market share, and work with Marketing and Sales on opportunities to gain market share.
  • Investigate, review and recommend improvements within JMC customer touching areas.
  • Develop, distribute and monitor customer surveys to assist with information mining.
  • Report, communicate and present to management as required.
  • SKILLS REQUIRED
  • Professional telephone etiquette (soft skills)/excellent communication skills
  • Computer skills within a Windows environment, MS Office and MAPICS
  • Ability to work in a team environment; assertive, persuasive and diplomatic
  • Ability to prioritize and organize a demanding workload in a fast-paced and highly stressful environment
  • College degree in business area preferred
  • 2-3 years in a fast paced customer service environment
  • Must have initiative and ability to achieve objectives with minimal direction
  • Decision-making and problem-solving skills
  • Ability to analyze information and develop recommendations to present to management
  • Qualified applicants should apply and submit resume at http://www.justritemfg.com/utility-pages/careers/ no later than October 10th, 2018.

    Estimated annual salary
    $33,470
    average
    Minimum
    $23,907
    Maximum
    $57,452

    TASKS

    • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
    • Check to ensure that appropriate changes were made to resolve customers' problems.
    • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
    • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

    SKILLS

    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • SpeakingTalking to others to convey information effectively.
    • Critical ThinkingUsing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

    KNOWLEDGE

    • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
    • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    Justrite

    Type

    Company - Private

    Revenue

    $1M to $2.5M

    Location

    Mattoon, IL, and others

    Industry

    Wholesale Safety Equipment and Clothing

    Founded

    1906

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