Customer Service Representative

Responsibilities: 

• Establish relationships with customers by communicating and resolving issues.


• Responsible for order entry and/or maintenance for assigned accounts. 


• Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer.


• Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members.


• Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.


• Reviews orders after shipment for billing accuracy and any quantity item errors.


• Manages the issuing of credits, return authorizations and pallet returns.


• Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.


• Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from supervisor when necessary.


• Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.


• Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices  


• Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.


• Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.


• Performs other duties as assigned.

Requirements:

• Associate or bachelor’s degree preferred but not required


• Manufacturing experience strongly preferred


• 1-3 years customer service experience required


• Microsoft Office Suite – basic to above-average computer skills including Excel


• CRM experience preferred


• Ability to perform basic quantitative skills required,


• Ability to work with all areas of the business including plant and sales personnel.


• Professional verbal and written communication


• Strong customer service advocacy and problem-solving skills