CS001
Located in Hillside, NJ
Job Full Description
We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team in the industrial space. In this role, you will be the main point of contact for customers, addressing inquiries, providing product information, and resolving issues related to our industrial products and services. Your goal will be to ensure a positive customer experience and support the smooth operation of our business in a fast-paced, technical environment.
Key Responsibilities:
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Customer Interaction:
- Respond promptly and professionally to customer inquiries via phone, email, or online chat.
- Provide accurate product and service information to customers based on industry knowledge and available resources.
- Assist customers in placing orders, tracking shipments, and handling product returns or exchanges.
- Identify and address customer issues or complaints, offering effective solutions in a timely manner.
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Order Management:
- Process and enter customer orders into the system, ensuring all details (such as quantities, specifications, and delivery schedules) are correct.
- Coordinate with internal teams (e.g., warehouse, shipping, production) to ensure orders are fulfilled accurately and on time.
- Provide customers with updates on order status, including any delays or issues that may arise.
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Technical Support:
- Assist customers with technical inquiries, providing support related to product specifications, installation, and maintenance.
- Work closely with the technical or engineering team to resolve complex issues and answer product-related questions.
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Documentation & Record Keeping:
- Maintain accurate customer records, including contact information, order history, and service requests.
- Update customer databases with relevant information regarding new inquiries, service issues, and feedback.
- Prepare and maintain reports on customer interactions, issues, and service performance.
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Problem Resolution:
- Investigate and resolve customer complaints or concerns in a professional and empathetic manner.
- Escalate unresolved or complex issues to the appropriate department (e.g., Technical Support, Logistics, or Management).
- Ensure that all customer issues are resolved to satisfaction and follow up to confirm resolution.
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Collaboration:
- Work closely with the sales, production, and logistics teams to meet customer needs and ensure product availability.
- Participate in regular meetings to provide feedback and insights on customer trends, concerns, and feedback.
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Continuous Improvement:
- Contribute to improving processes and procedures to enhance the overall customer experience.
- Stay updated on new product offerings, industry trends, and technologies to effectively assist customers.
Qualifications:
- Education: High school diploma or equivalent (Bachelor’s degree in business, engineering, or a related field preferred).
- Experience: Minimum of 2 years of experience in customer service, preferably in an industrial, manufacturing, or technical environment.
- Knowledge: Familiarity with industrial products, services, and terminology is preferred. A technical or engineering background is a plus.
- Skills:
- Strong communication skills, both verbal and written.
- Ability to work effectively under pressure and handle multiple tasks simultaneously.
- Problem-solving skills and the ability to resolve issues efficiently.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook). Experience with CRM software is a plus.
- Ability to learn quickly and adapt to new systems or processes.
Personal Attributes:
- Customer-focused with a professional demeanor and positive attitude.
- Detail-oriented with strong organizational skills.
- Proactive and solution-driven approach to customer issues.
- Team player with the ability to collaborate effectively with others.
- Ability to work in a fast-paced and dynamic environment.
Physical Requirements:
- Ability to work in an office environment, with potential for occasional on-site visits to warehouses or manufacturing plants.
Working Conditions:
- Full-time position with standard office hours, Monday to Friday.
- Some overtime or weekend work may be required during peak periods or for urgent customer needs.
Elizabeth-Union, NJ
3359
1767 Morris Avenue
Suite 304
Union, NJ 07083
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