Customer Service Representative

Customer Services Representative The Mission Critical Equipment Division (MCE) of Senneca Holdings (Subzero Engineering Simplex) are looking for a detail oriented highly energetic individual that is looking for a career in customer service. The individual will be part of a new team that is being setup to help improve the overall customer experience within the MCE customer base. Please note, this is not a “Call Center” position. It is hands on with all stakeholders. Primary Duties and Responsibilities: **Key Responsibilities. 1. **Customer Inquiries and Support: Respond promptly to customer inquiries via phone, email, and in-person visits. Provide accurate and comprehensive information about products, services, and pricing. Address customer concerns and complaints with patience and professionalism. Ensure timely resolution of customer issues to maintain high levels of customer satisfaction. Collaborate with colleagues to identify opportunities for process improvements and enhanced customer service. Work closely with the sales, production, and shipping teams to ensure seamless communication and coordination. Generate and update reports related to customer orders, feedback, and sales data. Assist in preparing and maintaining documentation related to customer accounts and transactions. 2. **Frontline Order Processing and Coordination: Facilitate the seamless setup of new customers in the ERP system, ensuring all relevant information is captured accurately. Verify orders meticulously within the company's Enterprise Resource Planning (ERP) system to ensure accuracy and completeness. Conduct thorough ERP verification of orders to confirm all details, including quantities, pricing, and customer information. Track and monitor order statuses to provide real-time updates to customers. Coordinate with internal teams to ensure timely production, packaging, and delivery of orders. Collaborate with the shipping department to ensure on-time deliveries and resolve any shipping-related issues. 3. **Product Knowledge: Stay informed about the company's products, features, and benefits. Provide product recommendations and upsell opportunities to customers based on their needs. Educate customers about product specifications and usage to enhance their buying experience. Required Qualifications: 2+ years of customer service and/or sales experience. Previous customer experience in manufacturing is preferred. High School Diploma or Equivalent. Some College is preferred. The ability to read and understand building plans and specifications is a plus. Professional oral and written communication skills in addition to superb listening skills. Strong computer/keyboard skills (Microsoft Outlook, Excel, PDF) and ability to navigate web-based software applications, and project management software. Strong understanding of MS Excel, using VLOOKUP’s and Pivot Tables is strongly preferred. Attention to detail. Know when something isn’t right etc. A demonstrated ability to learn quickly and continuously develop functional knowledge. An understanding of company products as well as administrative, freight and warranty claims, along with various departments and functions. Strong problem-solving abilities and a customer-focused mindset. Proficiency in using CRM software and other relevant tools. Ability to work collaboratively in a team-oriented environment. Detail-oriented with excellent organizational skills. Ability to work independently and as part of a team in a fast-paced environment. Ability to type 35 to 40 words per minute at the very minimum. Ability to make customers feel valued by delivering on commitments and exceeding expectations. Effective problem solver with a solution minded approach to support customers and their projects. Solid math and problem-solving skills. Must be comfortable computing math equations such as discounts, tax, proportions, and percentages.