Customer Service Representative

Summary:

Operates as the lead point of contact for all programs and products for assigned customer accounts. Handles daily purchase order entry and production status for customers. Handles calls, negotiates, and settles issues related to customer inquiries by performing the following duties.

Responsibilities:

- Provide prompt, efficient, effective, and courteous customer service to all customers to maintain 100% customer satisfaction

- Provide a clear picture of customer requests to the internal team as well as ensure all communication to the customer is documented and clear

- Monitor progress of customer programs and assist in mitigating roadblocks via regular meetings

- Establish milestones and highlight program dependencies; facilitate issue resolution

- Attend department meetings and provide a general overview of assigned accounts

- Compile required information required for the Engineering Department to quote items; deliver quotes back to the customer

- Perform quote follow-ups and consistently strives to improve the entire customer experience

- Manage customer forecasts and discrete orders in the company's ERP system

- Respond to date changes and seek commitment from production on meeting requested dates

- Handle all customer inquiries including inventories of finished goods, current production status, quality concerns, complaints, cancellations, request for deliveries, past due payments, and other matters

- Ensure shipping information is correct and that product ships as required

- Travel is required and expected when needed to maintain customer relationships

Qualification and Skills:

- Associate degree or equivalent from two-year college or technical school or five years related experience and/or training, or equivalent combination of education and experience

- Strong organizational and time management skills

- Energetic, self-motivated, and reliable

- Ability to prioritize and multi-task

- Communication and interpersonal skills with a focus on a team approach to foster positive relationships with both internal and external teams

- Conflict resolution and de-escalation experience strongly preferred

- Aptitude to work both independently and in a group environment

Work Schedule:

- Monday - Friday, 7:30 am - 4:00 pm (Semi-Flexible)

Physical Demands:

While performing the duties of this job, the employee is regularly required to walk, talk, hear, and sit. The employee is occasionally required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate with occasional loud noises. A representative wage range is included in this posting. Final wage will be based on experience.

Mercury Inc. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Application Question(s):

- Have you worked at Mercury Inc. in the past?

- How did you hear about us?

Ability to Commute:

- Hammondsport, NY 14840 (Required)

Ability to Relocate:

- Hammondsport, NY 14840: Relocate before starting work (Required)

Work Location: In person