Customer Service Representative
Overview
Top Polymer Enterprise is a leading manufacturer of thermoplastic elastomers (TPEs). We are a full-service TPE provider, and we take great pride in offering the best TPE solution for the needs and applications of our customers. Our manufacturing and research facilities in TPE chemistries (TPS, TPV, TPU, TPC, HFFR and their Alloys) allows us to support a variety of markets such as transportation, consumer, electrical & electronics, building and construction, packaging, industrial, medical, and textile.
Job Summary
Customer service representatives are critically important to meeting business goals and objectives, as well as ensuring the customers have a positive experience with our company. Customer service representatives listen to customer concerns, answer customer questions and provide information about the company’s products and services. In some cases, customer service representatives may also take orders and set up new customer accounts. Customer Service representatives have a prominent customer-facing role in the company.
The primary role of the customer service representative is to interact with customers to address their concerns, answer their questions and assist them with their needs. They will determine best method to ensure customer satisfaction while adhering to the organization’s policies. Help develop and improve phone-based revenue generation through the creation of sales leads, initiation of prospect calls, and establishment of ongoing rapport with existing and potential customers. Coordinates with appropriate departments to ensure customer satisfaction. Inform customers of company standard operating procedures where necessary for resolution of issues. Follows up, either verbally or in writing. Must be knowledgeable of the organization’s policies, procedures, practices, products and services. Responsible for order management by handling all the details from purchase order to shipment of product.
Responsibilities
- Answer phone
- Order processing
- Respond to emails and faxes
- Maintain existing accounts
- Serve as primary account contact
- Support Sales Representatives to verify pricing discounts and customer details.
- Maintain detailed files and documentation
- Initiate Return Materials Authorizations (RMAs), AAA (Credits/Debits), and Damage Claims
- Work closely with manufacturing, quality, technology and warehouse personnel to meet customers’ requirements
- Provide customers with accurate product pricing and delivery information
- Obtain accurate information from vendors relating to shipment dates and expected date of delivery
- Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
- Assist customers with purchase order generation and/or requests for quotations
- Generate new and repeat sales by providing product and technical information in a timely manner
- Recommend alternate products based on cost, availability or specifications
- Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction
- Experience in handling logistics and customs issues
- Other tasks as required
Requirements
- High School diploma or College degree is preferred
- 3 years or more of directly related customer service experience preferred
- High sense of urgency, and comfortable in fast-pace environment
- Good written skills – must be able to communicate via phone, fax, and email effectively with customers
- Good verbal skills – must be able to explain technical information clearly
- Organizational skills
- Ability to multi-task
- Ability to handle high call volume
- Excellent and confident customer support skills and positive disposition
- Knowledge of logistics/transportation company and customs
- Microsoft Office skills (Outlook, Excel, Word)