Customer Service Representative

C.H. Guenther; San Antonio (TX); On-site; USD 33,062 - 53,726; Full time

Benefits offered by this job

Health and disability insurance

Retirement savings options

Paid time off

Company-paid holidays

Educational assistance

Job summary

C.H. Guenther & Sons is seeking a Customer Service Representative to engage with customers and manage accounts, providing accurate product information and resolving issues efficiently.

The role involves coordinating with multiple internal departments to handle orders, inquiries, and claims, while supporting sales and marketing efforts and maintaining inventory alignment across plants.

Qualifications

• At least a high school diploma or the equivalent; a college degree is preferred.
• Minimum of one year in customer service; three years experience preferred.
• Experience in manufacturing or operations is a plus.
• Knowledge of customer service principles and practices to elevate the customer experience.
• Experience using ERP systems; SAP is preferred.

Responsibilities

• Manage daily customer service operations including order processing, order management, emails, price discrepancies, customer claims and tracking shipments.
• Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve goals.
• Collaborate with Distribution, Marketing, Sales, R&D, Accounting to manage orders and resolve issues promptly.
• Balance inventory of products across plants to meet customer case fill rates.
• Answer consumer phone calls while providing product knowledge and resolving inquiries; use website specs.

Skills

Customer service

Critical thinking

Time management

Active listening

Communication

SAP experience

Microsoft Office

Education

High school diploma

College degree preferred

Tools

SAP

SharePoint

MS Excel

MS Word

PowerPoint

Job description

At C.H Guenther & Sons, we pride ourselves on being customer focused. The Customer Service Representative is responsible for engaging with customers on behalf of the company while providing an excellent experience. The Customer Service Representative is responsible for managing customer accounts and will act as a liaison to provide product information to resolve issues with accuracy and efficiency.

Duties And Responsibilities

• Responsible for managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
• Provide Marketing and Sales support; strategize with internal departments to identify customer needs to achieve high performing goals.
• Collaborate with multiple internal departments; Distribution, Marketing, Sales, Research & Development, Accounting, to manage sales orders and resolve issues in timely manner.
• Balance inventory of products with multiple plants to meet customer case fill rates.
• Answer consumer phone calls while providing product knowledge to resolve inquires. Utilize spec sheets through website portal.
• Manage customer portals; new order requests, order confirmations, cancellations, changes.
• Contribute to team effort with process documentation to promote efficiency and effectiveness.
• Address customer incidents and communicate to Customer Service team member for processing with QA Team.
• Performs other duties as assigned.

Education and Certifications

• Must have at least a high school diploma or the equivalent. A college degree is preferred.

Experience

• Must have at least one year of customer service experience. 3 years of experience preferred. Previous experience in manufacturing or operations is a plus.

Knowledge, Skills and Abilities

• Must have a knowledge of customer service principles and practices to elevate customer experience.
• Must have critical thinking and problem solving skills to resolve escalated customer issues.
• Must have organizational and initiative ability for time management; adapt to fast-pace environment.
• Must have ability to communicate in a clear, concise professional manner while being an active listener to provide accurate information both internal and external.
• Must have ability to analyze and interpret daily reports.
• Must have experience using an ERP systems. Experience with SAP is preferred.
• Must have strong skills with Microsoft Office; Word, Excel, PowerPoint, SharePoint.

Working Conditions And Physical Effort

• Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed; utilizing fine dexterity, the ability to see, hear, and communicate with associates as well as others by utilizing professional etiquette.
• Work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
• Personal protective equipment, as defined by C.H. Guenther and Son, will be provided.

Expectations

• Will demonstrate, promote, and exemplify the Company’s Core Values.

About

At C.H. Guenther, we value transparency in compensation. The salary range for this role is:
$23.59 - $39.04
Actual compensation may vary based on job-related knowledge, skills, and experience, as well as geographic location.
C.H. Guenther & Son will never offer or pay a wage or salary that is not compliant with applicable local, state, or federal pay laws, including minimum salary thresholds.

Benefits

• We also offer a variety of benefits, including health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company-paid holidays.

EEO Statement

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers. All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required. AA/EEO/Drug-Free Employer