Senior Customer Service Representative

Ferretti Search; Rockford (IL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Representative to enhance customer experiences and lead a dedicated team. In this dynamic role, you will manage complex inquiries, mentor junior staff, and develop strategies to improve service efficiency. Your expertise in the manufacturing sector will be crucial as you collaborate with various departments to address customer needs effectively. This position offers a unique opportunity to make a significant impact in a fast-paced environment, ensuring customer satisfaction and operational excellence. If you thrive in a leadership role and are passionate about customer service, this is the perfect opportunity for you.

Qualifications

• 5+ years of customer service experience, including 2 years in manufacturing.
• Proficient in Microsoft Office and customer service software.

Responsibilities

• Manage complex customer inquiries via phone, email, and chat.
• Lead and mentor junior representatives while improving service delivery.

Skills

Verbal Communication

Written Communication

Problem-Solving

Decision-Making

Leadership

Organizational Skills

Multitasking

Education

High School Diploma

Associate Degree

Bachelor's Degree

Tools

Microsoft Office

Customer Service Software

Job description

As a Senior Customer Service Representative, you will play a pivotal role in ensuring our customers receive the best experience possible. You will handle complex inquiries, resolve issues, and build lasting relationships with our clients. You will also support our customer service team, provide mentorship, and contribute to process improvements to enhance efficiency.

What will you do day-to-day?

1. Technical manufacturing & quoting
2. Manage and resolve complex customer inquiries and issues via phone, email, and chat.
3. Process and oversee customer orders, ensuring accuracy and efficiency.
4. Provide expert product knowledge and support to customers.
5. Lead and mentor junior customer service representatives, providing guidance and training.
6. Develop and implement customer service policies and procedures to enhance customer satisfaction.
7. Collaborate with other departments to address customer needs and improve service delivery.
8. Maintain detailed records of customer interactions and transactions.
9. Analyze customer feedback and identify areas for improvement.
10. Assist in the development of customer service strategies and initiatives.

Who are you?

1. Must have manufacturing experience!
2. High school diploma or equivalent; associate or bachelor's degree preferred.
3. Minimum of 5 years of experience in customer service, with at least 2 years of experience in the manufacturing industry.
4. Excellent verbal and written communication skills.
5. Strong problem-solving and decision-making abilities.
6. Proficiency in Microsoft Office and customer service software.
7. Demonstrated leadership and team management skills.
8. Strong organizational skills and the ability to multitask.
9. Ability to work independently and collaboratively in a fast-paced environment.

If this opportunity aligns with your career goals, please send resumes to Kristie Man or email at [e-mail]