Customer Service Representative

Washington Mills; Buffalo (NY); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Heavily subsidized medical and dental

401(k) with employer match

Company-paid life insurance

Paid vacation and holidays

Career development opportunities

Job summary

Washington Mills is seeking a Customer Service Representative to act as the main interface between customers and our manufacturing plants. You will manage orders, billing, shipping, returns and credits with close collaboration with plant, shipping, production managers, and sales.

You will be a key contact for customers, ensuring timely communication and accurate order processing in a fast-paced environment.

Qualifications

• Experience delivering customer service via multiple channels.
• Strong communication and listening skills.
• Ability to prioritize and manage orders in a fast-paced environment.

Responsibilities

• Enter orders into ERP system accurately.
• Communicate with production and sales to fill orders.
• Pro-actively manage orders and identify upsell opportunities.
• Maintain communications with customers by phone and email.
• Handle invoicing and billing and track complaints.
• Collaborate with team to meet customer needs.
• Run inventory reports and attend relevant meetings.

Skills

Customer service

Communication

Organization

Phone etiquette

Education

Office365 proficiency

Tools

ERP system

CRM

Office365

Job description

Position type: Full-Time, Salaried

Location: North Grafton, MA or Niagara Falls, NY

Ashk Yourself This…

Are you detail-oriented and love the challenge of coordinating multiple channels of communication in order to deliver the best customer service? Do you like manufacturing and would you enjoy working for a U.S manufacturer that manufactures essential raw materials for the abrasive and refractory industry (think grinding wheels and sandpaper)? Do you enjoy a job with responsibility and find enjoyment in juggling orders, lead times, customer questions, inventory and logistics? Do you like developing external relationships as much as you enjoy working with a small and focused and experienced team of co-workers? Does getting the answers for customers and communicating with them frequently (being the go-to-person for customer communication) interest you? If yes, then keep reading.

Who We Are

Washington Mills is built on values that matter. \wemake Founded more than 150 years ago, we have earned our reputation as one of the world’s most trusted and reliable producers of abrasive, ceramic and refractory grains and powders. Serving thousands of customers and offering the broadest selection of abrasive grain and specialty electro-fused minerals in the market today, we constantly pursue growth in our products, our approach, and our people. Our founding principles of honesty, integrity and reliability still guide our business today, and we are a proud community of hands-on problem solvers, committed to shaping the materials applications of the future. With global distribution and sites located throughout North American and Europe, Washington Mills opens the door to a world of opportunity, creativity, and challenge.

What You’ll Do

The Customer Service Representative is the primary interface between our customers and our manufacturing plants. With a keen eye to details and an urgency to work swiftly for the benefit of the customers, the Customer Service Representative will handle all processes and communications related to customer orders (order entry, billing, shipping, returns, credits, debits, complaints). This person will have close interaction with the plant, shipping and production managers as well as salespeople to schedule and manage orders. This position reports directly to the Customer Service Supervisor with accountability in a matrixed role to Sales and Operations. This position works in a small office environment and is part of a bigger company.

• Enter orders into ERP system accurately
• Communicate with production and sales to fill customer orders and maintain effective lines of communication
• Pro-actively manage customer orders and spot opportunities to up-sell as well as steer orders based on plant scheduling
• Maintain continual communication with customers via phone and email, taking orders, updating order status
• Customer Invoice and Billing
• Track and report on customer complaints
• Work in a team environment, as a team player, to complete the work required to provide the customer with exceptional service
• Run and read inventory reports
• Attend quality, safety and other meetings as necessary

A Little About You

• You are happiest when you can delight your customers
• You double-check your work because that is who you are
• You have experience working in an ERP system
• You have a calm, upbeat and steady demeanor
• You are not deterred by challenges
• You are organized
• You have excellent phone presence
• You are a good communicator and a great listener
• You are not afraid of the phone and like talking to customers
• You are a cheerful, people-oriented person with a business-like and helpful manner
• You can work in a fast-paced environment and are motivated to help out wherever it is needed

Non-Negotiables

To be successful in this position, you must:

• Be able to work Monday-Friday, 40 hours per week, in an office environment
• Be comfortable using Office365 products
• Have experience using an ERP & CRM

Compensation

We proudly offer competitive compensation and benefits packages, including:

• Pay commensurate with experience
• Heavily subsidized medical and dental plans
• 401(k) with employer match and discretionary employer contribution
• Company-paid life insurance
• Immediate paid vacation and generous holiday time
• Family-friendly sick and personal leave policies
• Opportunities for career development

Washington Mills aims to deliver a comprehensive compensation package. The compensation provided is the national pay range for this position of $50,000.00 - $70,000.00 per year depending on experience. However, the base pay offered may vary depending on geographic region, job-related knowledge, skills, and experience among other factors.

Interested? We want to hear from you! Visit washingtonmills.com/careers and tell us why you’re the candidate we’re looking for.

The above statement reflects the general details considered necessary to describe principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.

Washington Mills is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

PLEASE READ CAREFULLY BY SUBMITTING THIS APPLICATION YOU ACKNOWLEDGE THAT YOU UNDERSTAND AND ACCEPT THIS INFORMATION.

I certify that the information on this application and its supporting documents is accurate and complete. I understand and agree that failure to fully complete the form, or misrepresentation or omission of facts, represents grounds for elimination from consideration for employment, or termination after employment if discovered at a later date.

I authorize Washington Mills to investigate, without liability, all statements contained in this application and supporting materials.

I authorize references and former employers, without liability, to make full responses to any inquiries in connection with this application for employment.

If selected for a position, I agree to submit to a physical exam, background investigation, and/or screening for illegal substances upon conditional offer of employment, depending on the position requirements. Job-related concerns identified during any of the above screenings may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

I understand that this document is NOT an offer of employment, and that an offer of employment, if tendered, does NOT constitute a contract for continued guaranteed employment. I understand that employees of Washington Mills who work at union facilities and are obligated to join the union as a result of the position they are applying for, serve pursuant to the terms of the applicable contract and the employment relationship may be terminated at any time by you, for any or no reason, and the Company may terminate you pursuant to the applicable contract but in no event for a reason prohibited by law.

If employed, I will be required to furnish proof of eligibility to work in the United States, and any other information required to be provided to employer by law or for benefit eligibility, and to comply with Company and departmental policies, practices, rules, and regulations.

I understand that if employed on a temporary basis, I would be paid for hours worked only, and would be ineligible for benefits including paid time off. I understand that any benefits I receive outside any applicable contract may be subject to change or discontinuation at any time without prior notice.

I understand that if offered employment, I will be required to complete a Form I-9 and that the Company reserves the right to terminate my employment if said information is processed through E-Verify and I am unable to resolve any discrepancies in my information with the Social Security Administration, the Department of Homeland Security, or any other applicable government agency.