169164: Manufacturing Customer Service Rep

Onsite: Red Lion, PA 17356

We would like someone who has some more "office" history, with more of a focus on detail-oriented order processing and cross-department collaboration.

This position will work closely with sales, manufacturing, and fellow customer service colleagues to ensure timely processing and delivery of customer orders. This position acts as the communication conduit between internal departments and external customers to ensure that customers are informed, and expectations are well managed.

To support the flow of products into large scale data center construction projects, this position requires dedication to clear, timely, accurate and well-constructed communications. Additionally, this position requires the use of sound judgment and decision-making to juggle multiple simultaneous customer requests and resolve conflicts. Working mostly with repeat customers this person should strive to build and nurture strong relationships that will ensure success and create a rewarding work environment for themselves and others.

The Customer Service position reports directly to the Customer Service Manager.

What You’ll Do

Managing Customer Service Requests : Receive and process requests directly from customers (via telephone, fax and email) for product availability, orders, material returns, billing corrections, product information, order changes, and cancellations.

Escalation Management : Quickly and smoothly resolve customer complaints and problems.

Internal Collaboration : Work with Outside Sales, Engineering, Quality, Manufacturing, and external customers to: coordinate, manage, mediate, and negotiate any item or activity such as price, delivery, quality, and responsiveness. Perform other duties as assigned.

• Provide support to Outside Sales force (also serve as a backup)
• Maintain accurate and up to date "open order" files.
• Maintains awareness of individual contribution to and impact of the quality, safety, environmental, and product compliance policies and activities; reports all quality issues, unsafe acts, and unsafe conditions to the proper personnel.

Additional Expectation

Remain compliant with the Code of Conduct and Policies which includes the Kingspan Group Compliance Policy.

• Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and market demands.
• Responsible for all tasks to achieve compliance goals and demands of the Compliance Management System.
• Must raise concerns related to the Compliance Management System to their supervisor, manager, or any member of the Leadership Team, or through the confidential whistle blower service.

What You’ll Bring

A bachelor’s degree preferred.

• A minimum of 5-7 years of total experience
• 1-3 years of experience in an inside sales environment.
• 1-3 years of customer service experience in manufacturing environment.
• Able to use superior customer service telephone skills PC literate-Microsoft Office, Saleforce.com and ERP knowledge.
• Effective written and verbal communication skills a must.
• Ability to make decisions independently within guidelines provided.
• Self-motivated with efficient time and email management skills
• Excellent problem solving, critical thinking and decision-making skills.
• Must perform accurate work under the pressures of tight schedules and fast-paced environment.
• Ability to input data with a high accuracy rating, and strong attention to detail.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Ability to coordinate and work effectively with many different departments, companies and personalities both domestic and internationally.