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Customer Service Representative CSR, Building and Construction, CA
Fontana, CA · Customer ServiceCustomer Service Representative CSR, Building and Construction, Fort Worth
Client:
Is the nationwide leading manufacturer in custom hollow metal and stainless steel doors and frames. As fully integrated steel door manufacturers, they operate from a 100,000-square-foot facility in Southern California, and a newly opened factory in Ft Worth TX. They have 40 years of experience, a trained and dedicated employee team, top-quality equipment and planning tools, and most importantly, dedication to serving our dealer customers.
POSITION PURPOSE:
The Customer Service Representative I (CSR-1) is the single point of customer contact “cradle to grave” to handle all customer needs. Builds a trusting relationship with the defined customer base. The CSR-1 serves the customer by responding to inquiries about products and services, resolving complaints, quoting, and placing orders to ensure that the proper products are configured and shipped. Contributes to the overall success of by being a team player willing to step in as needed to do whatever it takes to ensure the customer has what they need when they need it.
GENERAL RESPONSIBILITIES:
High School Diploma or GED.
Client:
Is the nationwide leading manufacturer in custom hollow metal and stainless steel doors and frames. As fully integrated steel door manufacturers, they operate from a 100,000-square-foot facility in Southern California, and a newly opened factory in Ft Worth TX. They have 40 years of experience, a trained and dedicated employee team, top-quality equipment and planning tools, and most importantly, dedication to serving our dealer customers.
POSITION PURPOSE:
The Customer Service Representative I (CSR-1) is the single point of customer contact “cradle to grave” to handle all customer needs. Builds a trusting relationship with the defined customer base. The CSR-1 serves the customer by responding to inquiries about products and services, resolving complaints, quoting, and placing orders to ensure that the proper products are configured and shipped. Contributes to the overall success of by being a team player willing to step in as needed to do whatever it takes to ensure the customer has what they need when they need it.
GENERAL RESPONSIBILITIES:
- Support all continuous improvements in safety, quality, 5S, and existing manufacturing processes.
- Provide feedback to leadership to help resolve quality issues or operational improvements in regard to productivity and procedural changes.
- Know and abide by all company rules and policies with regard to safety and conduct, including the use and maintenance of company-provided PPE.
- Embrace the cross-training culture by a willingness to learn other jobs or tasks within the facility.
- Do daily housekeeping to ensure the work area is always clean and organized.
- Professionally handle customer requests using current and future information technology to ensure that issues are resolved both promptly and thoroughly:
- Answer all phone calls within 3 rings, greet customers promptly and warmly, ascertain problem or reason for calling.
- Return any missed calls / voicemails within 15 minutes.
- Respond to customer emails, quote requests, or other electronic inquiry within 2 hours.
- Follows status of orders from creation through shipping. Responsible for quality of order submitted, ensures that the orders are properly entered into the system:
- all information and customer questions must be complete
- clean information put together as a complete package
- ensure all order details are correct and complete
- reviews final completed check lists prior to order release to engineering.
- Address customers' QC issues directly maintaining a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
- Interface with Engineering, Production and Shipping functions as needed to address customer issues.
- Gather customer information, fulfill customer needs, educate the customer where applicable and document interactions through contact tracking:
- Calls on regular and prospective customers to solicit orders.
- Enters all contacts, conversations, and quotes into the CRM system (future).
- Make daily sales projections, analyzes sales performance reports.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- May participate in product research and development.
- Strong Microsoft Office skills.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Skill in negotiations, communications and providing customer support.
- Strong decision making and analytical abilities.
- Strong detail orientation and communication/listening skills.
High School Diploma or GED.
- An Associates degree or higher is preferred.
- 3+ years in customer service or as an account manager with construction experience.
- Door and Frame experience a plus.
- Experience with ERP and CRM systems.
- This position is located in the Fort Worth TX