Customer Support Representative

Job Overview

We are seeking a dedicated and detail-oriented Customer Support Coordinator to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a seamless experience. You will handle inquiries, resolve issues, and collaborate with various departments to enhance customer satisfaction. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to work in a fast-paced environment.

Responsibilities

Answering phones in a professional manner, and routing calls as necessary to appropriate personnel while presenting a pleasant phone rapport with Mid Continent Steel and Wire customers and outside employees

Maintaining a positive, empathetic, and professional attitude toward customers and coworkers always

Processes incoming orders as requested

Responding promptly to customer inquiries about order status, shipping information, credit terms, products, pricing, and availability

Review open orders to ensure order fulfillment by lead time

Processing and following up on customer complaints

Updates customer database with call details such as interactions, transactions, comments, and complaints on all incoming calls

Proactively calls current customers to review pending orders and build relationships

Preparing weekly and monthly reports for customers as needed

Acknowledging and conducting research to resolve customer complaints

Responsible for ensuring that all customer complaints and RMAs are processed, authorized, and completed in a timely manner

Efficient and organized communication with other departments, plants, and customers via emails and phone

Efficient and organized in excessive paperwork flow

Create and update Excel Spreadsheet Reports as assigned

Compliance with attendance policy

Perform other duties and assignments as directed by Management

Requirements

Completion of Customer Service Onboarding LinkedIn Courses (Level 2)

Good written and verbal communication skills

Consistent, professional dress and manner

Basic knowledge of all Mid-Continent Steel and Wire products

Basic knowledge of inventory management and logistics elements

Basic understanding of Microsoft applications including Word, Excel, and Outlook 365

Able to contribute as part of a team and work independently with supervision

Basic understanding of internal systems

Good organizational and time management skills

Ability to handle office equipment (e.g., the telephone system, printer, scanner, and the fax machine)

Problem-solving skills

Basic administrative, clerical, and customer service skills. (6-12 months experience in a customer service, administrative role)

Ability to read, write, and speak on a competent and professional level

Willingness to participate in training classes given or required by the company

Willingness to take tests to provide Management with information to be used for management and classification (tests may be written and/or oral)

Willingness to move to other positions to keep the company running in an efficient manner

Knowledge and adherence to confidentiality requirements

Consistent with company policies, individuals are expected to maintain superior customer relations; be involved and committed to the quality process; be patient and willing to train and give aid to fellow employees; work in an efficient and economical manner; receive constructive criticism and praise in a business-like fashion; and be honest and maintain a positive attitude

Physical Requirements

- Ability to lift 30 lbs

- Ability to hear and speak distinctly on the telephone

- Ability to perform under pressure in a fast-paced environment

- This job operates within a professional office environment. While performing the duties of this job inside the office, the employee is frequently exposed to normal working con itions in an office environment with a noise level that is usually moderate to high

- Knowledge, understanding, and application of safety practices

- Willingness to submit to drug testing