Customer Service Representative

The Manufacturing Customer Service Representative is responsible for managing assigned customer accounts and coordinating the entire order process from receipt to shipment. This role acts as the primary liaison for customers and collaborates closely with Sales, Production Planning, Quality, Shipping, and accounting teams to ensure accurate information is provided, issues are resolved, and customer satisfaction is achieved in alignment with Wolverine Industries’ goals and policies.

Essential Job Functions:

• Manage Customer Accounts: Oversee assigned accounts to ensure customer needs are met.
• Problem Resolution: Address product or service issues by clarifying complaints, identifying root causes, and recommending effective solutions, followed by follow-up to confirm resolution.
• Customer Needs Analysis: Gather and analyze customer information to better understand their needs.
• Team Collaboration: Contribute to team objectives by achieving related results as needed.
• High Volume Communication: Handle a substantial number of incoming calls and emails.
• Relationship Building: Foster sustainable relationships based on trust through open communication.
• Information Accuracy: Provide precise, valid, and complete information using appropriate tools and methods.
• Record Keeping: Maintain accurate records of customer interactions, process accounts, and file necessary documentation.
• Adhere to Procedures: Follow established communication guidelines and policies.
• Customer Engagement: Go above and beyond to engage with customers effectively.
• Order to cash experience
• Support Management: Work with the Customer Service Manager to ensure high-quality service delivery.
• Complaint Resolution: Address customer complaints through phone, email, mail, or social media.
• Other Duties: Perform additional responsibilities as assigned.