Customer Service Representative - Buffalo, NY

Kemper System America, Inc.; Buffalo (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Kemper System America, Inc. is seeking a Customer Service Representative for our Buffalo, NY headquarters. You will handle inbound calls, manage customer inquiries, and maintain accurate CRM/ERP records.

This role supports multiple departments within the Customer Experience Department and aims to deliver an exceptional customer experience across customers, vendors, partners, and contractors. Ideal candidates have a high school diploma and about 3 years in customer service or order entry within a

Qualifications

• High school diploma required and about 3 years of order entry or customer service experience in a manufacturing setting.
• Demonstrated customer-first mindset and strong interpersonal skills.
• Excellent verbal and written communication across departments and with customers.

Responsibilities

• Field incoming calls from prospective and active customers and forward leads to the appropriate team members.
• Respond to inquiries, resolve complaints, and ensure positive outcomes through clear communication.
• Maintain customer accounts in CRM/ERP systems with accurate records and documentation.
• Manage orders, inform customers about backorders or delays, and communicate order issues to relevant teams.
• Coordinate with Finance to release orders based on credit terms and limits.
• Assist in onboarding new customers with initial credit applications.
• Document customer feedback to improve experience and retention.

Skills

Microsoft Office

Dynamics CRM

ERP order processing

customer-first mindset

strong communication

Education

High school diploma

Tools

Microsoft CRM

Business Central ERP

Job description

Kemper System America, Inc. has an immediate opening for a Customer Service Representative to join our team located at our headquarters in Buffalo, NY. This role is a vital part of our company, which provides exceptional customer experience to our inbound customer, vendor, partner and contractor clients. The individual will work within the Customer Experience Department and provide support to various departments to ensure effective and inclusive teamwork.

Responsibilities

• Field incoming calls from prospective customers, active customers, and forwarding leads to appropriate team members
• Respond to customer inquiries, resolve complaints, and ensure a positive outcome for each interaction through strong communication skills (verbal and written)
• Maintain customer accounts in Microsoft CRM & ERP systems to ensure accurate records and documentation
• Accurately and efficiently manage all orders and inform customers about backorder status, shipping delays, or other interruptions of their orders
• Communicate with interdepartmental personnel on specific orders, late orders, order errors or concerns, freight issues, and/or specific customer account needs.
• Assist setting up new customers with initial process credit applications
• Coordinate with the Finance department for the release of orders based on credit limit and payment terms
• Take ownership and openly communicate any errors to immediately identify a mutually beneficial resolution for both the customer and the organization
• Escalate complex and time sensitive issues to appropriate personnel
• Demonstrate a ‘continuous improvement' mindset, by seeking and accepting feedback, challenging constructively, and adjusting in a positive manner
• Contribute to enhancing the customer experience by documenting customer feedback and preferences to create positive interactions and customer retention
• Assist in tracking key performance indicators (KPIs) to measure the effectiveness of Customer Experience initiatives and identify areas for further improvement

Qualifications

• Proficient in computing skills such as Microsoft Office (Excel, Outlook, Word), Dynamics CRM, and Business Central ERP order processing systems, or similar
• A high-school diploma, and approximately 3 years of previous experience in order entry, customer service, or equivalent combination of education and experience in a manufacturing setting
• Strong “customer first” mindset, and well-developed customer service skills to ensure we deliver an outstanding customer experience
• Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and in-writing with customers
• Proven ability to resolve interpersonal conflicts and/or problems with personnel in upper management, sales, technical, finance, IT, scheduling, production, and shipping departments in a professional manner
• Willingness to learn, attention to detail, active listening skills, problem-solving skills, and a team-oriented mindset
• Dependable transportation and punctual attendance are required