Customer Service Representative - Hiring Urgently

About Us: Mansutti Bros specializes in providing high-quality powder coating services and for the domestic and commercial construction industry. Our commitment to excellence and customer satisfaction sets us apart in the market. We are currently seeking a dedicated and enthusiastic Customer Service Representative to join our team and help us maintain our high standards of service.

Job Summary: The Customer Service Representative will play a crucial role in ensuring customer satisfaction by managing inquiries, resolving complaints, and providing detailed information about our powder coating services. This role requires excellent communication skills, a basic understanding of the construction industry, and a proactive approach to problem-solving.

Key Responsibilities:

Customer Interaction:

• Handle customer inquiries via phone, email, and chat promptly and professionally.
• Provide detailed information about our powder coating services, pricing, and processes.
• Address and resolve customer complaints efficiently and effectively.

Order Management:

• Process customer orders accurately and ensure timely updates on order status.
• Coordinate with production and logistics teams to ensure timely delivery of services.
• Maintain accurate records of customer orders and interactions.

Problem Resolution:

• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and resolve service issues by clarifying customer complaints and determining the cause of problems.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.

Documentation and Reporting:

• Maintain detailed records of customer interactions and transactions.
• Document inquiries, comments, and complaints, and take appropriate actions.
• Generate reports on customer feedback and service issues to help improve overall customer experience.

Team Collaboration:

• Collaborate with sales, production, and logistics teams to address and resolve customer issues.
• Participate in regular training sessions to stay updated on product knowledge and customer service techniques.
• Provide feedback to management on ways to improve customer service processes and policies.

Qualifications:

Experience:

• Proven customer support/ customer service experience 
• Strong phone contact handling skills and active listening abilities.

Skills:

• Excellent communication and interpersonal skills.
• Proficiency in using customer service software, databases, and tools.
• Ability to multi-task, prioritize, and manage time effectively.
• Strong problem-solving skills and attention to detail.
• A passion for helping customers.