Customer Service Representative

Da/Pro Rubber, Inc.; Broken Arrow (OK); On-site; USD 34,000 - 42,000; Full time

Job summary

Da/Pro Rubber, Inc. is seeking a Customer Service Representative to serve as the central hub between Sales, Manufacturing and customers, ensuring accurate processing and proactive communication.

You will handle transactions, monitor shipments, resolve issues, and maintain customer files with meticulous attention to detail. Sales experience is preferred and a team-oriented mindset is essential.

Qualifications

• Proven ability to communicate professionally and clearly in emails, over the phone, and on paper.
• High level of attention to detail, time management, organization and the ability to stay calm under pressure.
• Sales experience preferred.

Responsibilities

• Accurately process customer transactions, capturing part revisions, quantities, and configurations.
• Monitor shipment dates to ensure timely delivery; coordinate with production scheduling and shipping for lead times and delay alerts.
• Identify potential issues and elevate appropriately, including production and delivery issues.
• Resolve issues using logic and reasoning to find solutions in stressful situations.
• Meet goals set by the CSR Lead and collaborate with team members.
• Set up and maintain comprehensive customer files to ensure data integrity across internal teams.
• Perform other duties as assigned.

Skills

Communication skills

Attention to detail

Time management

Calm under pressure

Sales experience

Job description

CUSTOMER SERVICE REP. SUMMARY

The Customer Service Rep (CSR) is an enthusiastic, skilled problem solver with a “service mindset”. The CSR is the main communication hub for the Sales Team to the Manufacturing Team and has the ability to bring departments together to provide top notch customer service. The successful candidate is committed to accuracy and strong attention to detail.

CUSTOMER SERVICE REP. PRIMARY RESPONSIBILITIES

1. Accurately process customer transactions in a timely manner ensuring all part revisions, quantities, and custom configurations are captured correctly. Ensure emails and phone calls are professionally addressed per the department policy;
2. Monitor scheduled shipment dates to ensure timely delivery, expediting as needed; Coordinate with production scheduling and shipping teams to provide customers with realistic lead times and proactive delay alerts.
3. Identify potential issues and elevate appropriately; including production and delivery issues.
4. Issue Resolution; Use logic and reasoning to identify solutions to stressful and challenging situations;
5. Meet goals set by the CSR Lead and work effectively with other members of the team;
6. Set up and maintain comprehensive customer files and records to ensure data integrity across all internal teams.
7. Perform other duties as assigned.

CUSTOMER SERVICE REP. REQUIREMENTS

1. Proven ability to communicate professionally and clearly in various formats such as via email, over the phone and on paper;
2. High level of attention to detail, time management, organization and the ability to stay calm under pressure.
3. Sales experience preferred.

Key Performance Indicators (KPIs)

• On-Time Delivery Rate: Ensuring orders ship as scheduled through proactive monitoring.
• Order Accuracy: Minimizing data entry errors that could lead to production rework or scrap.
• Response Time: Meeting departmental standards for first-contact resolution and reply speed.