Customer Service Representative

Questar Solutions; North Canton (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Mauser Corporation is seeking a Customer Service Representative (CSR) to act as the liaison between the company and its customers. The CSR handles all customer orders from entry through shipment and serves as the first point of contact at the plant for questions and concerns.

Responsibilities include building relationships, managing order entry, tracking deliveries, communicating changes, assisting with credits and returns, and coordinating with planners, sales, and operations.

Qualifications

• Associate or bachelor’s degree preferred but not required.
• Manufacturing experience strongly preferred.
• 1–3 years customer service experience required.
• Microsoft Office Suite – basic to above-average skills including Excel.
• CRM experience preferred.
• Ability to perform basic quantitative skills required.
• Ability to work with all areas of the business including plant and sales personnel.
• Professional verbal and written communication.
• Strong customer service advocacy and problem-solving skills.

Responsibilities

• Establish relationships with customers by communicating and resolving issues.
• Responsible for order entry and/or maintenance for assigned accounts.
• Review plant delivery schedules versus requested dates and resolve conflicts; communicate changes and issues.
• Communicate order confirmations, changes and cancellations to customers and Mauser team members.
• Inform sales and operations of unresolved service issues; recommend corrective action as needed.
• Review orders after shipment for billing accuracy and quantity issues.
• Manage credits, return authorizations and pallet returns.
• Review inventory usage on stocked items and flag items not tracked to plan.
• Ensure customer complaints are resolved, seeking supervisor guidance when necessary.
• Communicate with Planners, Sales, Pricing, and Plant Management as needed.
• Prepare reports for Plant Management and customers (inventory and open orders).
• Process plant claims for shortages, quality issues, and miscellaneous items.
• File customer paperwork such as shipping documents or orders timely.
• Perform other duties as assigned.

Skills

Customer service

Problem-solving

Communication skills

Quantitative skills

Microsoft Excel

CRM experience

Education

Associate or Bachelor’s degree preferred

Tools

CRM software

Microsoft Office

Job description

The Customer Service Representative (CSR) functions as the liaison between Mauser Corporation and its customers. Handles all customer orders from order entry through shipment of orders. The CSR acts as the first point of contact for the customer at their respective plant and helps customers with all questions and concerns that arise.

Responsibilities:

• Establish relationships with customers by communicating and resolving issues
• .Responsible for order entry and/or maintenance for assigned accounts
• .Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer
• .Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members
• .Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary
• .Reviews orders after shipment for billing accuracy and any quantity item errors
• .Manages the issuing of credits, return authorizations and pallet returns
• .Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan
• .Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary
• .Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed
• .Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoice
• sProcesses plant claims which include any deductions for shortages, quality issues and any miscellaneous items
• .Files any customer paperwork such as shipping documentation or customer orders in a timely fashion
• .Performs other duties as assigned

Requirements

• :Associate or bachelor’s degree preferred but not require
• dManufacturing experience strongly preferre
• d1-3 years customer service experience require
• dMicrosoft Office Suite – basic to above-average computer skills including Exce
• lCRM experience preferre
• dAbility to perform basic quantitative skills required
• ,Ability to work with all areas of the business including plant and sales personnel
• .Professional verbal and written communicatio
• nStrong customer service advocacy and problem-solving skill