Marshalltown Senior Customer Service Representative

Colonial Group; Marshalltown (IA); On-site; USD 45,000 - 65,000; Full time

Job summary

Colonial Group in the United States, Iowa, Marshalltown area seeks a Senior Customer Service Representative to deliver superior service. You will respond to inquiries about product availability, pricing, freight rates, and delivery dates, receive new orders, and monitor order status to ensure accurate invoicing and on-time delivery.

Responsibilities include coordinating with design, sales and production teams, maintaining customer files, resolving billing issues, managing inventory, and

Qualifications

• Education equivalent to high school diploma.
• Five years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining/building strong positive customer relationships.
• Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook.

Responsibilities

• Receive, process, and track orders through scheduling.
• Coordinate with internal departments to ensure on-time delivery and invoicing accuracy.
• Inform Sales Representatives of account activity and pertinent order information.
• Coordinate requests for specs, availability, shipping, quotes and samples.
• Serve as a link between customer and design, sales and production teams to meet requirements.
• Maintain organized customer files.
• Investigate and resolve billing issues and escalate when needed.
• Manage on-hand inventory levels and reconcile to orders/forecasts; perform month-end counts.
• Provide direction and backup to other customer service representatives as needed.

Skills

Customer service

Communication

Active listening

Organizational skills

Teamwork

Attention to detail

Education

High school diploma

Tools

MS Word

Excel

Outlook

Job description

The Senior Customer Service Representative is responsible for providing superior service to customers.This includes responding to customer inquiries regarding product availability, pricing, freight rates, allocations, and delivery dates, receiving new orders, and monitoring status of current orders.Additionally, the Senior Customer Service Representative is responsible for resolving complaints and requests for billing adjustments.The Senior Customer Service Representative normally handles larger and more complicated customer accounts and orders.

PRINCIPLE ACCOUNTABILITIES:

Receive, process, and track assigned orders through to scheduling.Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing.

Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts.

Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples.

Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints.

Maintain organized customer files.

Investigate and resolve customer complaints including billing issues and escalates to Manager or appropriate internal departments when needed.

Manage on-hand inventory levels and reconciles to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end.

May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed.

BASIC REQUIREMENTS:

Education equivalent to high school diploma required.

Five (5) years’ previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships.

Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook

PREFERRED REQUIREMENTS:

Associates degree or college accounting coursework.

Two (2) years’ previous work experience in the manufacturing sector, containerboard and corrugated packaging industry.

Previous experience using an automated order entry system.

KNOWLEDGE, SKILLS & ABILITIES:

Strong attention to meeting and exceeding customer expectations.

The ability to network and build relationships with individuals of various experience and corporate positions.

Strong active listening and evaluating skills.

Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports.

Able to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks.

Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone.

Strong organizational skills with the ability to handle numerous details, deadlines, and requests.

Previous experience working in a team environment preferred, or a strong understanding of the importance of open communication and information sharing among co-workers.

Able to work flexible hours or overtime as needed.