Customer Service Representative

RKW Group; Glasgow (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

RKW Group, a global leader in polyolefin film solutions, is seeking a Customer Service Team Lead to coordinate and supervise a customer service team, resolve escalations, and drive process improvements. The role requires strong MS Office skills, SAP experience, and the ability to manage multiple priorities.

English proficiency is essential, with responsibilities spanning direct customer support, order processing, and collaboration with Sales, Quality, and Technical departments to maintain high

Qualifications

• Min of 3 years of customer service experience.
• High proficiency level with MS Office applications.
• SAP experience as a customer service rep for a manufacturing facility.
• English a must; strong written and verbal communication.

Responsibilities

• Coordinate Customer Service Team.
• Provide Direct Customer Support.
• Review and Resolve Escalations.
• Evaluate Team Members.
• Support Process Improvement.
• Train New Hires.
• Be the primary customer contact across departments to ensure orders and inquiries are handled promptly.
• Receives, interprets, processes and revises orders accurately and timely.
• Work with scheduling and shipping to update customers on order status and delivery.

Skills

People Management

Project Management

Reliability

Ethics

Problem Solving/Analysis

Customer Focus

Knowledge of products

Knowledge of company procedures

Ability to multi-task

Teamwork

Tools

SAP

MS Office

Excel

Job description

Company Description

RKW Group is a global leader in polyolefin-based film solutions used in hygiene, agriculture, food and beverage, and powdery goods applications. The company also supplies films and nonwovens to chemical and processing industries, as well as the medical, automotive, and construction sectors. As an independent, family-owned business headquartered in Mannheim, Germany, RKW Group employs approximately 2,700 people across 16 locations worldwide. The organization focuses on innovative and sustainable products that enhance daily life for consumers and offers an international environment for professional growth.

• Coordinate Customer Service Team.

Supports the company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Serves as liaisons between the company and its customers, working with sales and accounts receivable teams to drive repeat customers and help meet profitability goals.

• Provide Direct Customer Support

Responds directly to customers who need assistance. Answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member

• Review and Resolve Escalations

If a customer service member is unable to resolve a customer’s question or complaint, the customer service team lead will assist. The team lead will help identify a solution to the customer’s query or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.

• Evaluate Team Members

The lead CSR will conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, often using an employee evaluation then meeting directly with the team member to discuss their performance. A customer service team lead may also make recommendations to HR department if an employee is consistently not meeting expectations.

• Support Process Improvement

Lead the team to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.

• Train New Hires

The customer service team lead will train new hires in their department. Must be able to work closely with new team members to instruct them on company policies and best practices for resolving customer calls. Additionally, customer service team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.

This position is the primary customer contact for all questions, concerns and issues. Through working with all the functional areas of the company, this position ensures that all customer requirements are met, or exceeded, while meeting the Company’ goals and objectives. CSR is responsible for ensuring customer orders are processed accurately and in a timely manner, as well as monitoring customer order patterns and service levels, taking action to implement improvement as needed. This team play will partner with Sales and other functional entities throughout the Company in order to foster and grow relationships with key accounts.

Provides effective and timely customer service to external customers and actively works with sales, quality and the technical department to achieve and maintain a positive customer relationship.

• Receives, interprets, processes and revises orders in an accurate and timely manner


• Works closely with scheduling department to track orders and updates customers on their status.


• Coordinates with shipping department to ensure orders are shipped based on order confirmation date.


• Promptly addresses customer concerns or investigates any issues and/or ensures they are routed to the appropriate department for action.


• Assist accounting department with invoicing customers, ensuring that it completed in timely and accurate manner.


• Creates, maintains and updates customer price sheets as requested by Sales and Marketing Manager.


• Completes any special projects as assigned by the VP of Sales and Marketing.


• Employees must adhere to and support all policies and procedures as they relate to Food Safety.


• Employees have a role in supporting, monitoring, and improving the Food Safety Management System.


• Adhere and enforce to all Company and departmental policies/procedures


• Perform all assignments in conformance to all safety and health requirements


• Assure all work areas and equipment are maintained in a clean and orderly condition


• Perform other related duties as required or directed

Job Qualifications

(Minimum requirements representative of those that must be met to successfully perform the essential functions of this job.)

• Min of 3 years of customer service experience


• High proficiency level with MS Office applications


• SAP


• Customer service rep for a manufacturing facility

English a must,

• People Management


• Project Management


• Reliability


• Ethics


• Excel, MS Office


• Problem Solving/Analysis


• Customer Focus


• Knowledge of products


• Knowledge of company procedures relating to customer service


• Ability to multi-task and set priorities


• Regularly required to sit, stand, walk, reach, bend and move about the facility


• Ability to lift up to 40 pounds occasionally


• Strong organizational skills and detailed oriented


• Strong written and oral communication skills and the ability to interact with all personnel


• Be able to work independently and as a member of a team


• Results oriented, multi-tasking, and be able to respond to urgent needs and meeting deadlines


• Teamwork is essential to this position. CSR must at all times exercise excellent interpersonal behavior in order to produce the highest level of customer satisfaction. This applies to both employees (internal) and external customers


• Proficient computer and MS Office skills (incl. Excel, Word, Outlook) required


• Must be able to perform all duties in a safe and effective manner