A.W. Chesterton Company

Customer Service Representative

US-WV-Beaver
2 weeks ago
Job ID
2017-2218
Shift
1st Shift

Overview

At Chesterton, we have a laser focus on our customers! This job impacts the customer by managing direct customer interactions and assisting with customer order fulfillment to ensure our customers' needs are being met each and every time, and to ensure their continued satisfaction. 

 

We are looking for a resourceful person comfortable at providing exceptional customer service for our manufacturing organization. You will be a passionate customer advocate interested in and capable of learning a complex, vertically integrated, industrial business.  You should thrive in a dynamic, fast paced environment, be a team player, enjoy variety and be a tireless and creative problem solver independently and with team collaboration.

 

A Customer Service Representative is involved in every facet of our business as it relates to sales, i.e., contract review, order entry, logistics, invoicing, issuance of credit as well as working with marketing and other subdivisions of engineering, information technology, quality and environmental to ensure total customer satisfaction.  Exceptional communication, interpersonal, and team skills required. A Customer Service Representative needs to be detail oriented and have strong organizational skills. The position requires an ability to directly handle routine and complex, non-routine issues that may require a great deal of time, direct involvement and close interaction  with distributors, customers, and end-users 

 

Job Summary:

 

Provide results-oriented full scope Customer Service to end users in a defined geographical area. Ability to fully detail the features and benefits of Chesterton products and policy and procedure. Possess strong problem solving and trouble shooting skills. Ability to be the go-to person for service needs.

 

Responsibilities:

 

  • Accountable for implementing Corporate routines, controls and procedures in local office to ensure proper recording and safeguarding of Corporate assets.
  • Review all customer purchase orders for accuracy.
  • Provides quotes, special pricing, logistical information, resolve credit disputes and warranty claims.
  • Prepares and enters sales/purchase/transfer orders into ERP system..
  • Handle general inquiries in ERP system, stock checks.
  • Phone support to provide customers with answers to basic needs and inquiries.
  • Basic administrative tasks, filing, copy work
  • Expediting and order tracking.
  • Complete documentation for new customer accounts and new vendor set up.
  • Credit processing and return good authorizations.
  • Maintains all changes to price books and reference materials to assure all are at current revision levels.
  • Prepare proper paperwork and hazardous documentation for used seals sent in for repair.
  • Ship product in emergency situations.
  • Assist Global CST in credit resolution programs.
  • Assist in the standardization and reduction of inventory using IMM and critical inventory programs.
  • Works with other team members in identifying productivity improvements for the group.
  • Must be able to work independently and as a team member.
  • Candidate must possess ability to continuously learn and apply new information.
  • Professionalism and effective communication is required.
  • Ability to work under pressure and simultaneously manage multiple demands.

 

Complexity of Duties:

 

  • Knowledge of Microsoft Office Software, Chesterton Software and detailed ERP system.
  • Demonstrate ability with inventory, check stock within the distribution channel for local needs and requirements
  • Provide full service of Chesterton’s products, information, procedure and systems
  • Understands the inner workings of the office, reports directly to C.S. supervisor or operations manager
  • Demonstrates above average abilities in working with customers and all organizational areas
  • Interfaces with the local sales force and customer base as well as contacts at Chesterton in the following areas: Manufacturing, Information Technology, Operations, Customer Service, Quality and all functional departments within the Chesterton organization
  • Demonstrates leadership qualities, ability to lead by example

Essential Skills:   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.     

Education and/or Experience:

  • Bachelors Degree preferred
  • 3+ years customer service experience in a related field           

Other Skills and Abilities:

  • Organizational, communication, and problem solving skills
  • Listening skills
  • Attention to detail
  • Mathematical ability
  • Ability to work in a fast paced environment
  • Ability to use a telephone, computer, printer, filing system
  • Ability to speak clearly and concisely
  • Ability to write and manipulate documents
  • Knowledge of computers and basic office machines and equipment
  • Ability to troubleshoot and provide realistic solutions to customers, sales force and the organization
  • Ability to work well with minimal direction

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, talk or hear and reach with hands and arms. Specific vision abilities required by this job include close vision.  Moderate noise (i.e.; computer printers, traffic) exists daily in the work environment.

 

All of A.W. Chesterton Company employment is contingent upon successfully passing a background check, drug test, and the respective medical surveillance requirements.

 

Chesterton is an equal opportunity employer  M/F/V/D

 

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