Customer Service Representative

Gwynedd Manufacturing Inc.; North Wales (Montgomery County); On-site; USD 35,000 - 50,000; Full time

Job summary

A growing defense contractor in North Wales seeks a detail-oriented Customer Service Representative to join their logistics team. The role involves engaging with customers across various platforms, ensuring satisfaction, and supporting order management. Ideal candidates will possess strong communication skills and a customer-focused mindset. Benefits include health insurance, paid time off, and a 401(k) plan.

Benefits

Medical, Dental, Vision insurance

Company Paid Life Insurance

401(k) with company match

Paid Time Off (PTO)

Complimentary daily breakfast and lunch

Qualifications

• Excellent written and verbal communication skills.
• Minimum typing speed of 40 WPM with high accuracy.
• Proficiency in computer skills and ERP systems.

Responsibilities

• Responding to customer inquiries via multiple channels.
• Troubleshooting common issues with products or services.
• Providing E-Commerce Order Management Support.

Skills

Communication

Problem Solving

Customer Service Orientation

Multitasking

Tools

ERP Systems

Word

Excel

Job description

Gwynedd Manufacturing, a growing defense contractor located in North Wales, PA, is a state-of-the-art manufacturing facility dedicated to producing quality products for the U.S. Department of Defense and various U.S. Federal Law Enforcement Agencies. We are seeking a detail-oriented Receiver to join our logistics team and ensure the efficient and accurate handling of incoming materials and products.

Position Description:

A Customer Service Representative is responsible for engaging and supporting customers via multiple mediums including but not limited to phone, email, ticket systems, chat/SMS, social media, and order management systems. Duties include responding to customer inquiries, troubleshooting, handling customer issues, placing/adjusting orders, shipping, upholding compliance programs, supporting marketing contests, developing customer support materials, and coordinating with various departments to meet customer needs.

Roles and Responsibilities:

• Providing introductory information to new customers
• Ensuring customer satisfaction with products or services
• Following up with clients to confirm ongoing satisfaction
• Informing customers about additional products or services
• Finding the quickest, most effective ways to answer customer questions
• Escalating queries and concerns appropriately
• Troubleshooting common issues with products or services
• Collaborating with CSRs and other departments to find solutions
• Responding accurately to up to 80 emails or tickets per day based on volume
• Providing E-Commerce Order Management Support

Requirements:

• Excellent written and verbal communication skills for diverse audiences
• Professional problem-solving and issue resolution skills
• Ability to thrive in a fast-paced environment under pressure
• Minimum typing speed of 40 WPM with high accuracy
• Strong customer service orientation and ability to prioritize customer needs
• Basic understanding of technical product information and industry/market space
• Adherence to industry regulations and company compliance programs
• Willingness to attend industry trade shows as needed
• Self-motivated with multitasking skills to meet team goals
• Positive attitude and team player mentality
• Willing to work extra hours when necessary
• Ability to lift up to 25 pounds
• Proficiency in computer skills, ERP systems, Word, and Excel
• Comfort working with firearms; firearms knowledge is a plus but not required

Additional Notes:

Gwynedd Manufacturing is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or expression, or any other protected characteristic.

The above description is not exhaustive; duties may be reassigned as needed.

Benefits:

• Medical, Dental, Vision insurance
• Company Paid Life Insurance
• Group Additional Life and AD&D Insurance
• Group Short and Long Term Disability Insurance
• 401(k) with company match (after 90 days)
• Paid Time Off (PTO) and 10 holidays
• Complimentary daily breakfast and lunch

Job Details:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting