IDEAL INDUSTRIES, INC.

Customer Service Representative

US-MA-Sterling
3 weeks ago(11/27/2017 10:48 AM)
ID
2017-1776
# of Openings
1
Type
Regular Full-Time
Shift
1st

Overview

IDEAL INDUSTRIES, Inc. has been propelled by the principles of its founder, J. Walter Becker, for nearly a century. Since the beginning, this family-run enterprise has been committed to building ideal relationships with its customers, employees and communities, creating some of the industry’s most innovative and trusted products along the way. This commitment to quality and service will continue to spur the success of IDEAL INDUSTRIES, Inc. and its family of companies, for generations to come.

 

ANDERSON POWER PRODUCTS® (APP), a wholly owned subsidiary of IDEAL INDUSTRIES, Inc., is an industry leader in the design and manufacture of electrical power connectors.  Anderson Power Products partners with leading edge companies to create innovative connector designs that leverage contact technology and high power expertise to provide superior value to the power electronics industry.  Applications include leading edge technology and next generation power requirements in industries such as alternate energy (wind, solar, fuel cell), datacenter and server power supply design and electrical distribution, electric vehicles, LED lighting, and battery charging.

 

SUMMARY OF POSITION

This role is responsible for overall customer satisfaction. This includes set up of new customers, and responding to customer’s inquiries or complaints regarding company’s products or services. The Customer Service Representative is responsible for coordinating information to resolve problems and determine the best method to resolve inquiries or complaints to ensure customer satisfaction while adhering to company policy. This position reports to the Director, Customer Service.

Responsibilities

  • On a daily basis the Sr. CSR provides total customer support with regard to processing orders, revising and confirming orders and sample/literature requests.
  • Processes purchases orders manually and through EDI; verifying incoming orders, resolving pricing discrepancies, entering orders, scheduling orders based on availability/customer credit hold, and sending acknowledgments.
  • Responds daily to customer inquiries in a timely fashion to ensure satisfaction with the company, products and services and determines the best method to resolve any problems. Maintains adherence to company policies.
  • Processes customer complaints and Return Material Authorization (RMA) forms. Receives initial request and documents product, pricing, order or supply issues by clarifying customer’s complaints Follows up to ensure there has been a resolution to the customer complaint.
  • Opens customer accounts by compiling and recording account information in the ERP system. Maintains customer records by updating account information. 
  • Processes quotes of APP products for existing and potentially new customers. 
  • Ensuring that contractual, terms and conditions of business with distributors and customers are adhered to. 
  • Responsible for processing international documentation/ export compliance.   
  • Maintains customer, sales order and shipping files.
  • Provides support to the web-based products and services through emails and telephone support. 
  • Provides back up to other CSR’s and/or department members. 
  • Participates as a member of cross-functional teams and/or project teams as required.
  • Perform other related duties as required.

Qualifications

  • High School diploma required. Associates Degree preferred or equivalent years of experience in a similar position.
  • 2 or more years experience in Customer Service/Inside Sales preferably with some technical background in a manufacturing environment.
  • Excellent interpersonal, phone and organizational skills required and experience in Microsoft Office and ERP desired.
  • Ability to provide customer support with regard to processing, revising, expediting and confirming orders and sample/literature requests with a high degree of accuracy.
  • Ability to interact effectively with internal and external customers at all levels of management. Requires attention to detail and excellent communication, organizational and time management skills, ensuring timely response and follow-through of customer inquiries.
  • Proficient with Microsoft Office Products specifically Outlook.
  • Ability to sit and stand, and move about the facility.
  • Required to be able to read documents and computer screens.
  • Occasional exposure to shipping and receiving elements such as dust, and noise.

 

 

IDEAL INDUSTRIES is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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