Customer Service Representative

CMP Group; Suffolk (VA); Hybrid; USD 35,000 - 39,000; Full time

Benefits offered by this job

Extended Benefits Plan (Vision/Dental/

401K

2 week vacation

12 paid holidays

Continued training

Job summary

CMP Global, a leading provider of Marine Products, Construction, and Industrial solutions, seeks a Customer Service Representative to join the Suffolk, Virginia team on a full-time basis. You will deliver an exceptional customer experience, act as a liaison, and resolve issues with accuracy and efficiency.

Responsibilities include order processing, invoicing, returns, CRM management, and collaborating with sales and production to ensure timely deliveries.

Qualifications

• 1- 3 years of customer service experience in a manufacturing environment (preferred in marine industry).
• 1- 3 years of order entry experience.
• 1- 3 years of using Microsoft Office/Software.
• 1- 3 years of using CRM systems.

Responsibilities

• Respond to customer inquiries through multiple channels and reply to email orders within 24 hours.
• Process orders, invoices, cancellations and changes daily; back up E-Commerce portals.
• Prepare credit authorizations and Return Goods Authorizations (RGA).
• Troubleshoot and investigate customer issues; maintain CRM records and status reports.
• Provide product pricing, stock inquiries, warranty, recalls and replacements information.

Skills

Customer service

Order entry

CRM systems

Microsoft Office

Phone etiquette

Interpersonal skills

Education

BSc in Business Administration

Tools

CRM software

Microsoft Office

Job description

The Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

BENEFITS:

• $35,000 to $39,000
• Competitive salary
• Full time permanent position
• Extended Benefits Plan (Vision/Dental/Prescription/etc.), 401K
• 2 week vacation to start and 12 paid holidays
• Annual summer outing, monthly luncheon, December Christmas party
• Continued improvement training
• And much more!

RESPONSIBILITIES:

CUSTOMER SERVICE:

• Communicating with customers through various channels and responding to email orders and confirmations within 24 hours.
• Provide backup for the E-Commerce portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily.
• Prepare Credit authorizations and Return Goods Authorizations (RGA) in timely manner.
• Troubleshoot and investigate customer complaints, managing database records, and drafting status reports on customer service issues.
• Thorough knowledge of CMP products to provide product pricing and stock inquiries.
• Provide warranty, product recall and replacement information quickly to the satisfaction of the customer.
• Daily review of new and open tickets in the CRM.
• Review prepayment orders to ensure orders are paid promptly prior to release.
• Partner with the sales team ensuring high levels of customer satisfaction.
• Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience.
• Work with the production teams to ensure backorders are communicated to the customer.
• Assist Account Receivable with short payments on customer orders.
• Build sustainable relationships of trust through open and interactive communication with internal customers.
• Provide Certificate of Insurance and Certificates of Origin to customers as needed.
• Oversee daily the Customer Ship to Validation process.
• Filing as required.
• Answer reception calls.

SAFETY:

• Promote safe work practices as outlined within your local Provincial (Canada) or State (USA) regulations.

QUALITY:

• Follow company and departmental policy and procedures.

TEAM BUILDING:

• Participate in 1-1 meetings with Vice President, Sales – Distribution, OEM & Contract Manufacturing or Team Lead
• Prepare annual goals and objectives.
• Participate in team meetings as required or requested.
• Participate in job-related continuing education courses.
• Contribute to the team spirit of cooperativeness.

REQUIREMENTS:

• 1- 3 years of customer service experience in a manufacturing environment, preferable in the marine industry.
• 1- 3 years of order entry experience
• 1- 3 years of experience in using Microsoft Office/Software.
• 1- 3 years of experience using CRM systems.
• 1- 3 years of experience processing orders, invoices, cancellations and changes
• 1- 3 years of experience in preparing credit authorizations and return goods authorizations (RGA)
• BSc degree in Business Administration or relevant field or equivalent work experience.
• Excellent phone etiquette.
• Excellent verbal, written and interpersonal skills.
• Customer Service training programs would be an asset.

Hours

• 8:00 m – 5:00 pm, Monday to Friday

Please note: All job postings at CMP are aimed at filling existing vacancies within our organization. CMP may utilize artificial intelligence (AI) tools as part of the applicant screening process. However, our Talent Acquisition Specialist will also review applications to ensure a fair and comprehensive assessment.

This posting and any related applicant information will be retained for three years in accordance with provincial or state regulations. CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work. We welcome applications from candidates with disabilities and provide accommodations upon request for those participating in all aspects of the selection process.

To request accommodations, please contact our Human Resources Department.

We thank all applicants for their interest and advise that only those selected for an interview will be contacted.

CMP Global, a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Representative to join the Suffolk, Virginia team on a full-time permanent basis.