Customer Service Representative Foam

NCFI Polyurethanes. A Division of Barnhardt Manufacturing Co.

North Carolina

On-site

USD 40,000 - 55,000

Full time

14 days+

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Job summary

NCFI Polyurethane products division of Barnhardt Manufacturing Co. is seeking a detail-oriented Customer Service Order Entry specialist to support customers by handling inquiries, processing product orders, and resolving issues accurately and efficiently.

You will maintain CRM/ERP records, verify customer data, coordinate with logistics, process payments when needed, and ensure orders are completed in alignment with company policies, quality standards, and safety requirements.

Qualifications

High school diploma or GED required.
1–2 years in customer service or order entry preferred.
Experience with CRM/ERP systems is desirable.

Responsibilities

Receive and process orders from customers.
Obtain customer details and enter into order systems with accuracy.
Verify order and customer information for correctness.
Maintain records of customer interactions in CRM/ERP.
Resolve inquiries or complaints at first point of contact.
Coordinate with other departments to fulfill orders and shipments.
Provide information to prepare and ship orders, including scheduling and quotes.
Assist with general administrative tasks to support smooth department operations.

Skills

Customer service

Order processing

CRM software

ERP systems

Attention to detail

Data entry

Education

High school diploma or GED

Tools

CRM software

ERP software

Spreadsheet software

Job description

Description

Summary

Provide excellent professional support services in dealing with the company’s customers, ensuring that inquiries about products, orders placed for products, and complaints are addressed in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner.

Essential Duties and Responsibilities

Other duties may be assigned.
Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations.
Receive and process orders from customers
Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems
Verify customer and order information for correctness, checking it against previously obtained information as necessary
Review orders for completeness according to reporting procedures and forwarding incomplete orders for further processing
File copies of orders received, or post orders on records/systems
May be required to set-up new product items or new customer accounts.
Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers. May involve the handling of freight traffic control, such as normal and special scheduling to customers and several warehouses, rate quotes, damage and delivery claims/issues, etc.
Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required.
Assess inquiries, requests and complaints; provide information about products or services, receiving or entering orders, cancelling accounts or obtaining details of complaints;
Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in the appropriate system (CRM/ERP)
Ensure that appropriate changes were made to resolve customers' problems.
Notify customers of claim/complaint investigation results or any planned actions/adjustments; and refer unresolved customer grievances to designated departments for further investigation.
Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes.
Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisor, etc. to ensure the smooth flow of work within the department and/or plant.

Competency

Safety and Security - Observes safety and security procedures, Determines appropriate action beyond guidelines, Reports potentially unsafe conditions, Uses equipment and materials properly
Problem Solving - Identifies and resolves problems in a timely manner, Gathers and analyzes information skillfully, Develops alternative solutions, Works well in group problem solving situations, Uses reason even when dealing with emotional topics
Technical Skills - Assesses own strengths and weaknesses, Pursues training and development opportunities, Strives to continuously build knowledge and skills, Shares expertise with others
Customer Service - Manages difficult or emotional customer situations, Responds promptly to customer needs, Solicits customer feedback to improve service, Responds to requests for service and assistance, Meets commitments
Interpersonal - Focuses on solving conflict, not blaming, Maintains confidentiality, Listens to others without interrupting, Keeps emotions under control, Remains open to others' ideas and tries new things
Oral Communication - Speaks clearly and persuasively in positive or negative situations, Listens and gets clarification, Responds well to questions, and, Participates in meetings
Team Work - Balances team and individual responsibilities, Exhibits objectivity and openness to others' views, Gives and welcomes feedback, Contributes to building a positive team spirit, Puts success of team above own interests, Supports everyone's efforts to succeed, Recognizes accomplishments of other team members
Written Communication - Writes clearly and informatively, Edits work for spelling and grammar, Varies writing style to meet needs, Presents numerical data effectively, Able to read and interpret written information
Leadership - Exhibits confidence in self and others, Inspires and motivates others to perform well, Effectively influences actions and opinions of others, Accepts feedback from others, Gives appropriate recognition to others, Displays passion and optimism
Quality Management - Looks for ways to improve and promote quality, Demonstrates accuracy and thoroughness
Business Acumen - Understands business implications of decisions, Displays orientation to profitability, Demonstrates knowledge of market and competition
Cost Consciousness - Works within approved budget, Contributes to profits and revenue, Conserves organizational resources
Diversity - Demonstrates knowledge of EEO policy, Shows respect and sensitivity for cultural differences, Promotes a harassment-free environment
Ethics - Treats people with respect, keeps commitments, Inspires the trust of others, Works with integrity and ethically, Upholds organizational values
Organizational Support - Follows policies and procedures, Completes administrative tasks correctly and on time, Supports organization's goals and values, Benefits organization through outside activities, Supports affirmative action and respects diversity
Adaptability - Adapts to changes in the work environment, Manages competing demands, Changes approach or method to best fit the situation, Able to deal with frequent change, delays, or unexpected events
Attendance/Punctuality - Is consistently at work and on time, Ensures work responsibilities are covered when absent, Arrives at meetings and appointments on time
Dependability - Follows instructions, responds to management direction, Takes responsibility for own actions, Keeps commitments, Commits to long hours of work when necessary to reach goals, Completes tasks on time or notifies appropriate person with an alternate plan
Initiative - Volunteers readily, Undertakes self-development activities, Seeks increased responsibilities, Takes independent actions and calculated risks, Looks for and takes advantage of opportunities, Asks for and offers help when needed
Innovation - Displays original thinking and creativity, Meets challenges with resourcefulness, Generates suggestions for improving work, Develops innovative approaches and ideas, Presents ideas and information in a manner that gets others' attention
Judgment - Displays willingness to make decisions, Exhibits sound and accurate judgment, Supports and explains reasoning for decisions, Includes appropriate people in decision-making process, Makes timely decisions
Motivation - Sets and achieves challenging goals, Demonstrates persistence and overcomes obstacles, Measures self against standard of excellence
Planning/Organizing - Prioritizes and plans work activities, Uses time efficiently, Sets goals and objectives, Develops realistic action plans
Professionalism - Approaches others in a tactful manner, Reacts well under pressure, Treats others with respect and consideration regardless of their status or position, Accepts responsibility for own actions, Follows through on commitments
Quality - Looks for ways to improve and promote quality, Applies feedback to improve performance
Quantity - Meets productivity standards, Completes work in timely manner, Strives to increase productivity, Works quickly

Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience

High school diploma or GED, and over one (1) year up to and including two (2) years’ experience in customer service or order entry; or equivalent combination of education and experience.

Language Ability

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs. Perform the four operations with common and decimal fractions. Perform arithmetic operations involving all American monetary units.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Computer Skills

Knowledge of Customer relationship management (CRM) software, Electronic mail software, Spreadsheet software, Word Processing Software, Enterprise Resource Planning (ERP) software, Financial Records software.

Certificates and Licenses

None

Other Qualifications