Customer Service Representative

CommScope; Shakopee, Northern (MN, KY); Hybrid; USD 52,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Life and accidental death insurance

401(k) plan

Incentive Plan

Eleven paid holidays per year

Paid vacation (prorated)

Job summary

CommScope seeks a Customer Service Representative in Shakopee to cultivate customer relationships and manage orders from placement to invoicing. You will coordinate with sales, planning, and partners to ensure on-time delivery and accurate order status, while maintaining CRM processes and product knowledge.

The role requires strong communication skills, experience in customer service or sales support, and familiarity with SAP and Microsoft Office.

Qualifications

• Three or more years of customer service or sales support experience.
• Experience in Microsoft Programs (Outlook, Excel, Word, etc.).
• Associate or Bachelor’s Degree is preferred.

Responsibilities

• Cultivate customer relationships and understand CommScope products and CRM processes.
• Manage orders from receipt through invoicing and shipping.
• Monitor on-time delivery and coordinate scheduling and expediting as needed.
• Resolve customer issues through knowledge of company processes and negotiation.
• Provide product literature and documentation to customers as appropriate.
• Report daily sales/production metrics and maintain communication with sales and planning teams.

Skills

Customer service

Sales support

Education

Associate or Bachelor’s Degree

Tools

SAP

Microsoft Office

Job description

Title: Customer Service Representative

Location: Shakopee, Minnesota, United States

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

Job Location: Shakopee, Minneapolis Metropolitan Area, On Site

General Summary

The Customer Service Representative is responsible for cultivating customer relationships for current/potential customers by utilizing excellent and developing knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures. Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs

Duties & Responsibilities

• The Customer Service Representative is responsible for cultivating customer relationships for current/potential customers by utilizing excellent and developing knowledge of CommScope’s Solutions, as well as CRM processes, and procedures.
• Follow developed procedures pertinent to the effective and efficient operations of Customer Service and develops new procedures as necessary.
• Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participating in the development of same.
• Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and status.
• Act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling.
• Assist in resolving customer disputes by preparing or assembling supporting documentation.
• Develop knowledge of Cable Exchange and relevant CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations.
• Provide customers with product literature and documentation when necessary or appropriate.
• Report and manage daily sales/production reports and metrics.
• Perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties.
• Provide support and backup assistance to peers.
• Communicate with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues.
• Set customer expectations and priorities for the supply chain (not just expedites)
• Identify opportunities to improve efficiency and enhance customer satisfaction and appreciation
• Perform other duties assigned and unassigned that are required by the needs of the business.
• Participate in ongoing product, process, and business skills training.
• Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintain them over time.
• Support and participate in overall business development activities of the company.
• Develop, update, and improve communication methods and tools.
• Accountability / Impact

Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Resourcefulness: Securing ad deploying resources effectively and efficiently.

Communicates Effectively: Developing and delivery multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Required Qualifications for Consideration

• Three or more years of customers service or sales support experience.
• Experience in Microsoft Programs (outlook, Excel, word, etc.).

Desirable Qualifications Job Specifications

• Experience with SAP
• Familiar with copper and fiberglass
• Experience working in a fast-paced Environment.
• Positive Attitude
• Associate or Bachelor’s Degree

Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third-party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $52,000 - $60,000 based on hired level and experience. The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.

Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next... come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at [e-mail]. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo.