Customer Service Representative

Responsible for maintaining sustainable customer relations and preparing all customer requests (i.e. solution selling, order entry, quotation, order status, sample requests, shipment tracking data, misc. requests, reporting and projects, daily internal and external follow-up on open items). This position will also share responsibility for managing customer projects and house accounts with the other members of the Sales Team.

Primary Duties and Responsibilities

• Ability to develop and maintain relationships with assigned accounts which maintain customer satisfaction and goodwill toward SPG and its entire team members.
• Work directly with our sales staff on pricing, specifications, customer follow up and various other duties.
• Work closely with production, shipping and outside vendors on a daily basis to ensure the needs of our company and our customers are being fulfilled.
• Administer, support and complete all incoming requests from customers via phone, email, fax or mail.
• Process and acknowledge all orders received usually via phone, fax, EDI, e-mail or mail within a 24-hour period after receipt of the order.
• Advise customers and sales team members of order and new project status (on-time and late deliveries) and shipment tracking.
• Prepare quotations for new and existing products within 48 hours or less after receipt of an RFQ form.
• Ensure that all quotes and new orders reviewed more than 3 months prior are updated/re-quoted and approved prior to any new purchase order being entered into the system.
• Communicate significant problems concerning customer orders, quotes, projects or miscellaneous issues appropriately
• Follow all applicable ISO procedures.
• Cross train on all customers and markets.
• Completes other various duties as assigned or required by management.

Job Qualifications

• Excellent communication skills via telephone, e-mail and written correspondence.
• Self-motivated, strong interpersonal and leadership skills.
• Ability to multi-task, manage time and prioritize tasks based on customer needs.
• Ability to maintain accuracy in a fast paced environment.
• Analytical aptitude; excellent problem solving skills.
• 3-5 years of customer service experience. (Manufacturing Experience Preferred)
• Computer literacy is a must (Microsoft Outlook, Excel, Word; Salesforce)
• Ability to work overtime on occasion, perhaps with short notice.
• College Degree Preferred