Customer Service Representative

TouchPoint Inc.; Concordville (PA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Retirement savings plan

Paid time off

Career growth opportunities

Job summary

Southco seeks a Customer Service Representative to be the go-to partner for internal and external customers, offering responsive service and sales support based on deep product knowledge. You will manage key customer accounts, uncover opportunities, and collaborate with teams across the company to improve performance.

You will work with a high degree of independence on daily activities, with guidance on new assignments.

Qualifications

• Associate's degree required; Bachelor's preferred in Business, Engineering, Marketing, or equivalent.
• 0–3 years in a technical sales or service-oriented role.
• Strong technical aptitude and computer literacy.
• Excellent written, verbal and telephone communication skills.

Responsibilities

• Respond to order management inquiries and design assistance using SAP and Salesforce.
• Manage key customer and distribution accounts and spot new opportunities.
• Collaborate with Inside Sales, Account Managers and Marketing to win opportunities.
• Support cross-functional projects and onboarding program.

Skills

Customer service

Sales support

Technical aptitude

Communication skills

Cross-functional collaboration

Education

Associate's Degree

Bachelor's degree in Business/Engineering/Marketing or equivalent

Tools

SAP

Salesforce

Job description

As a Customer Service Representative at Southco, you'll be the go-to partner for our internal and external customers, providing responsive service and sales support built on in-depth knowledge of our products, processes and systems. You'll manage key customer and distribution accounts, uncover new business opportunities, and work cross-functionally with teams across the company on initiatives that drive overall company performance.

You'll work with a high degree of independence on day-to-day activities, with general guidance provided on new assignments.

What you will be doing

• An Associate's Degree (required); a Bachelor's Degree in Business Management, Engineering, Marketing or equivalent is preferred.
• 0-3 years of experience, ideally in a technical sales or service-oriented role.
• Strong technical aptitude and computer literacy.
• Excellent written, verbal and telephone communication skills.
• Language skills based on your region:
  • North America: English required; Spanish and French-Canadian preferred.
  • South America: English and Portuguese required; Spanish preferred.
  • Europe: English and at least one other European language required.
  • Asia: English and at least one other Asian language required.

How you will be making an impact

• Deliver outstanding customer support: Respond to customer inquiries on order management, technical product specifications and design assistance, using Southco business systems (SAP and Salesforce), strong communication and deep product knowledge.
• Own key customer relationships: Manage key customer and distribution accounts by understanding their business models, supporting day-to-day needs, finding mutually beneficial solutions and resolving conflicts. Use gap analysis and order-pattern tools to spot trends and proactively help customers optimize order fulfillment.
• Grow the business: Turn customer interactions into new opportunities with existing and prospective customers. Qualify each opportunity by understanding the customer's application, product usage, market strategy and production needs, then partner with Inside Sales, Account Managers and Marketing to win it.
• Collaborate across functions: Support strategic business development projects and operational excellence initiatives, from order fulfillment for new customer programs to promoting Marketing initiatives and aligning operations with customer production requirements.
• Keep learning and growing: Complete Southco's onboarding program covering product knowledge, application-based selling, business systems and processes, then work with the Customer Service Management team on an ongoing development plan that supports your career goals.
• Drive continuous improvement: Identify opportunities to improve Customer Service and broader Southco processes that affect customer satisfaction or efficiency, and lead action plans through to completion.

About you

• Customer-focused: You plan and adjust your day around meeting customer needs and look for ways to make their experience smoother.
• Results-oriented: You're a high-energy self-starter who takes ownership of goals and suggests better ways to reach them.
• A relationship builder: You're team- and people-oriented, use active listening to truly understand concerns, and build strong working relationships across departments.
• Adaptable and resilient: You thrive in a fast-paced environment, juggle multiple priorities with ease, and adjust quickly as customer and business needs change.
• Curious and proactive: You take on more than what's assigned, spot issues before they grow, and bring ideas for improvement.
• Growth-minded: You're enthusiastic, confident and mature, hold yourself accountable, and take the lead on your own professional development.

How will we reward you

Southco offers a competitive compensation and benefits package, along with the opportunity to put your fingerprints on every major product launch across the company. As part of this role you can expect:

• Competitive base salary and performance-based incentives
• Comprehensive health, dental, and vision coverage
• Retirement savings plan with company contribution
• Paid time off and holidays
• Opportunities for professional growth within a global marketing organization
• Direct, high-visibility partnership with Product Management, Sales, and Industry Marketing leaders
• A dynamic role with variety - from strategic launch planning to hands-on campaign execution

Information at a Glance

Southco is the leading global manufacturer of Engineered Access Hardware with manufacturing and engineering facilities in the Americas, Europe and Asia Pacific regions. From quality and performance to aesthetics and ergonomics, we know small touches make a big difference. The people of Southco are passionate about connecting with our customers to create innovative engineered access hardware solutions aimed at enhancing the "touch points" of our customers' products. With unrivaled global supply and support, innovative products and dedicated people, Southco provides customers throughout the world with the broadest line of high quality Access Hardware Solutions on the market today for applications in the Networking, Telecommunications, Computer, Automotive, Aerospace, Mass Transit, Off-Highway/Construction, RV/Caravan, Industrial Machinery, Marine and HVAC industries.

Southco provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Southco complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.