Customer Service Representative - Manufacturing

Midwest Metal Products is looking for a curious person who wants to learn about our products to provide our customers outstanding service. The right candidate will have solid math and good decision-making skills and extraordinary attention to detail. The perfect candidate has an outgoing personality who wants to serve customers and coworkers. Great administrative and organizational skills will come in handy. We work as a team and hire team players.

Job Description: Manufacturing Customer Service Representative

Reports to: Operations Manager

FLSA Status: Full-time, non-exempt

Essential Functions:

CSR:

Perform Customer Service duties. Responds to incoming calls, emails, and online requests to process orders. Follows up and troubleshoots all orders from entry through satisfactory completion. Ability to work in a high volume, fast paced office.

1. Provide customers quotes.

a. Follow the quoting procedure with precision to produce accurate bids.

b. Follow up on quotes on a daily basis, especially for bigger projects. Provide Director of Sales weekly progress report.

2. Process orders.

a. Convey an understanding of our products, capabilities to assist customers with placing orders.

b. Enter orders accurately and efficiently.

c. Verify order information for correctness and completeness. Compute charges.

d. Inform customers of order information such as unit pricing, anticipated shipping, and delivery dates.

e. Initiate contact to inform customers of any anticipated delays.

f. Maintain accurate and contemporaneous data entry to maintain customer account and payment information in CRM and ERP systems.

3. Manage customer relationships.

a. Respond to incoming calls. Respond to customer problems or complaints, especially with ship dates, missing rings, etc.

b. Provide prompt and accurate notifications to customers.

c. Collaborate with customers to identify best products for customers’ needs. Ensure the customer makes the decision.

d. Shop for most efficient shipping methods.

e. Make collection calls once payment is ten days overdue.

f. Initiate credits for any refunds or adjustments.

4. Maintain open communication with team members in the shop.

a. The order form should convey customer needs in an informed and logical manner.

b. Works with production staff to resolve any customer or production needs.

5. Complete compliance certificates for clients and vendors as requested.

a. Maintain customer compliance files and records.

b. Reply promptly to requests to complete Certificates of Compliance, Certificates of Origin and NAFTA documentation.

Education and Experience

· Bachelor’s degree in business, technical, marketing or related fields, preferred.

· Office experience in manufacturing industry, a plus.

Knowledge, skills, and abilities

1. Ability to analyze, think critically, explain alternatives, make good judgments as well as quick decisions.

2. Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

3. Ability to read and interpret drawings and descriptions.

4. Mathematical reasoning and critical thinking to identify best alternatives to estimate costs.

5. Ability to manage multiple priorities.

6. Effective oral and written communication skills with all levels of employees within the company and to the public.

7. Proficient in Microsoft Office ® programs, including Word®, Excel® ; and navigating the Internet, CRM and ERP.

8. Ability and temperament to work as part of a team.

Physical Demands and Working Conditions

1. Viewing computer terminal, perceiving, and analyzing data.

2. Keyboarding requires bi-manual dexterity and fingering.

3. Communication requires an ability to express oneself as well as perceive and exchange ideas.

4. The employee is exposed to heat, cold, and dust as well as industrial noise and proximity to moving mechanical parts and vehicles when entering the shop on a daily basis.

5. Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

6. The employee is frequently required to stand and walk.

7. The employee is required to be physically present, comply with attendance standards and remain awake and coherent during all work time.

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

- Dental insurance

- Health insurance

- On-the-job training

- Paid time off

- Vision insurance

Experience:

- Manufacturing Customer Service: 1 year (Required)

Ability to Relocate:

- Michigan City, IN 46360: Relocate before starting work (Required)

Work Location: In person