American Iron & Metal

Customer Service Representative

El Paso, TX

Full-time

About This Job

Company Description

Since 1936, AIM Solder has been a manufacturing company specializing in a wide range of soldering products for the industrial and electronics sectors. Our headquarters are based in Montreal, where we are dedicated to manufacturing reliable and innovative products to our clients worldwide. At AIM Solder, we value professional growth and employee well-being while fostering a collaborative and dynamic work environment.

Job Description

Reporting directly to the Customer Service Manager, the Customer Service Representative (CSR) is responsible for supporting the company's overall customer experience goals through exceptional customer service to existing and potential clients and professional support of the assigned sales manager(s). Customer service plays a vital role in building customer loyalty since the quality of service offered is often what will differentiate AIM from its competitors.

The CSR’s responsibilities include but are not limited to:

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Develop business relationships with customers by offering personalized service based on acquired knowledge about their needs and requirements.

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Provide information to customers on products, prices, availability, and delivery options.

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Respond to internal and external customer inquiries, by phone or email, in a professional and timely manner.

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Process requests for quotes, purchase orders and returns accurately and efficiently.

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Review incoming orders for accuracy and integrity.

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Manage the customers' expectations by providing clear timelines.

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Coordinate with production and logistics and follow up on ship dates to ensure timely delivery and expedite as needed.

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Track delivery to ensure prompt and accurate delivery to customers.

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Ensure that all necessary information is properly documented in the customer file.

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Transfer sales opportunities to sales manager when required.

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Collect and log customer feedback, resolve complaints by identifying solutions and escalating problems where necessary.

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Support departments in resolving customer issues (production, billing, delivery time, production schedule), set realistic expectations with the customer, and keep them apprised of the developments.

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Provide internal support to sales manager(s).

Qualifications

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Minimum 3 years’ experience in customer service

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Relevant experience in the manufacturing sector (asset)

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Post-secondary education in communications or business administration (an asset)

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Proactive problem-solving

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Ability to work under pressure

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Working knowledge of Microsoft Office suite (Excel, Word) and ERP

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Good interpersonal skills, team-oriented

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Good organization skills, able to multi-task

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Excellent attention to detail

Additional Information

AIM Solder promotes diversity and inclusion and fosters a work environment where team members feel valued, respected and supported. The masculine gender is used only to simplify the content of the text.

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