• Customer Service Representative

    Job Location US-OH-Toledo
    ID
    2018-4085
    # of Openings
    6
    Category
    Customer Service/Support
    Type
    Contract to Permanent (Full Time)
  • Overview

    The Customer Service Associate is the first point of contact to address our customer needs and creates solutions in the best interest of our customers and client. This position engages and collaborates with external customers and internal partners to make our client the supplier of choice. The Customer Service Associate will devote greater than 80% of the time to customer interaction through phone, fax and email. The CSS is a team player, adaptable to change, and is an active learner who seeks out and learns market trends and behaviors. This role is part of Customer Operations within the Supply Chain Team. 

    Reports to: Customer Service Team Leader 

    Span of Control: Individual role with assigned responsibilities 

    Responsibilities

    1. Service our Customers 
    • Deliver consistent service to our customers 
    • Maximize every opportunity to “sell” to the customer 
    • Take proactive actions to meet customer needs and concerns creating win/win solutions 
    • Enter orders accurately 
    • Develop close relationships with our customers and understand what it takes to ensure their success 
    • Develop customer trust by consistently following through on actions and operating with integrity 
    • Leverage relationships to obtain outside-in market insights 
    • Leverage product training opportunities 

    Metrics 
    • Service Metric: Service Level / Abandonment Rate / Accessibility / Adherence 
    • Customer Feedback 
    • Ship-to Creation Errors 
    • Data Integrity (Lead Times, Guaranteed Cycles, Customer Request Dates, Customer Master Data) 
    • Call Audits 

    2. Operate in a Waste Free Environment 
    • Effectively use Lean Sigma methodology and tools (standard work) to support a waste free environment 
    • Identify and take action to eliminate non-value added activities within day to day operations 
    • Identify opportunities for, develop, maintain and execute Standard Work 
    • Understand and promote the use of customer tools and technology 

    Qualifications

    MINIMUM QUALIFICATIONS: 
    • High school degree 

    EXPERIENCE: 
    • Bachelor’s degree preferred 
    • SAP experience desired 
    • Previous experience in an ever-changing, fast-paced customer service environment 
    • Previous experience creating solutions in the best interest of the company and the customer 

    KNOWLEDGE, SKILLS & ABILITIES: 
    • Fluency in Microsoft Applications (Word, Excel, Outlook) 
    • Knowledge of building materials industry preferred 
    • Supply Chain knowledge 
    • Strong oral & written communication skills 
    • Supportive and adaptive to a change management initiatives 
    • Exceptional listening skills

     

    #CB

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