Sr. Customer Service Representative

Wieland Group; Parsippany-Troy Hills (NJ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Benefits from Day 1

401(k) with match

Paid vacation and holidays

Wellness programs

Job summary

Wieland is a global copper and copper alloy manufacturer, processing, and distribution leader seeking a Sr. Customer Service Representative in Parsippany, NJ.

The role focuses on delivering superior service from order inception to delivery, with hybrid onsite work and strong opportunities for growth within a large, diversified metals company. The CSR will deepen product knowledge, proactively address customer needs, manage complex issues, and collaborate across departments to ensure timely and

Qualifications

• Customer-focused attitude and ability to communicate effectively.
• Strong judgement and decision-making skills.
• Proven ability to deliver on-time product/service delivery.

Responsibilities

• Foster long-term relationships with customers through proactive communication.
• Maintain expert knowledge of products/services and provide guidance.
• Investigate and resolve complex product/service issues across departments.
• Coordinate orders and processes to ensure seamless execution.
• Aim to exceed booking and billing targets while growing key accounts.
• Lead RMA processes and handle returns efficiently.
• Respond promptly to all customer communications and build trust.
• Support revenue growth through value-added service and guidance.
• Mentor less experienced team members on account management.

Skills

Customer focus

Communication skills

Time management

Attention to detail

MS Excel

Relationship building

Education

Business education preferred

Tools

MS Office

CRM software

Job description

Overview

Wieland - Creating Value for Generations! Wieland is a global leader in copper and copper alloy manufacturing, processing, and distribution. We provide a large product and service portfolio including power, automotive, ammunition, coinage, construction materials, refrigeration, electronics and many other industries. To us, metal is more than material.

Wieland's culture is what makes for a fun and rewarding place to work! As a company, we benefit daily from our employees' knowledge and abilities. With our cultural vision, we place our core values at the heart of everything we do: safety, ambition, optimism, reliability, ownership, diversity, & respect.

Wieland is hiring a Sr. Customer Service Representative. The CSR will be responsible for providing superior customer service starting from inception of order through delivery of products, taking a more proactive approach to identify customer needs and opportunities for further engagement. This role is located in Parsippany, NJ and will be hybrid with scheduled time onsite.

Responsibilities

• Foster long-term relationships through strategic, courteous, and trustworthy communication. Anticipate customer needs and proactively suggest solutions.
• Maintain an expert-level understanding of all products and services and provide technical or advanced guidance to customers and junior colleagues.
• Lead efforts to investigate and resolve complex product and service issues, coordinating with multiple departments when necessary to ensure complete customer satisfaction.
• Collaborate with internal teams across departments to ensure seamless execution of customer orders, utilizing a thorough understanding of internal processes to proactively mitigate potential bottlenecks.
• Work to exceed agreed-upon booking and billing targets, focusing on both retention and growth of key accounts by identifying upselling and cross-selling opportunities.
• Lead the RMA process, ensuring key customer returns are handled efficiently and in alignment with company policies.
• Ensure that all customer communications are responded to promptly and thoroughly, fostering trust and accountability, especially with high-profile customers.
• Contribute to positive EBITDA outcomes by practicing advanced commercial excellence. Support revenue growth by ensuring key customers receive value-added service and consultation.
• Support the development of less experienced customer service representatives, acting as a mentor and providing guidance on complex customer interactions and account management best practices.

Qualifications

• Customer focused attitude and orientation
• Ability to apply superior judgement and decision-making skills.
• Unshakeable dedication to on-time delivery of products and services
• Thorough understanding of basic math including unit conversion and fractions to decimals
• Time management and organization skills, and the ability to prioritize workload.
• Extreme attention to detail and accuracy of information
• Unquestionable integrity and trustworthiness
• An adaptable, flexible, and reliable problem-solver
• Superior verbal and written communication skills
• Sales or Business education preferred but not required.
• Minimum of 7 years' experience as an Inside Sales Rep or Customer Support Specialist preferred.
• Working knowledge of MS Office, especially Excel, and sales management tools and databases
• Solid understanding of commonly used concepts, practices and procedures within sales and distribution.
• Metals Industry experience preferred but not required.
• Exceptional people skills and the ability to build and maintain strong relationships.

Joining Wieland's team gives you...

• Benefits - Starting on Day 1! Including Medical, Dental, Vision, Disability, Life & more!
• Retirement Savings - 401(k) contribution + match.
• Work/Life Balance - Paid Vacation & Holidays.
• Growth Opportunities - We have over 9,000+ employees worldwide and 40+ locations in North America alone. Growth opportunities are limitless!
• Wellness Programs - Wieland encourages participation in our unique and personalized approach to wellness, where you are eligible to earn healthcare premium discounts as well as HSA employer contributions based on your status within the program.
• Sustainability - Wieland continues to break ground with eco-friendly solutions and push the barrier in sustainability for future generations.

Wieland is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees. Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.