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Senior Customer Service Representative

Company: Kawneer Company, Inc.
Location: Springdale
Posted on: June 22, 2022

Job Description:

Job Responsibilities and Duties:

  • Responsible for managing a backlog of identified customers in geographic locations.
  • Timeliness of responses to customers via email and phone call is key.
  • Order management process flow throughout the front-end and manufacturing process (estimating, drafting, engineering, order entry, and takeoff) by partnering with individuals from the various areas (estimating, drafting, etc.), problem solving, and best practice sharing to support customer needs.
  • Within order management, responsibilities also include but are not limited to processing LOI's, purchase orders, sales tax credits, feedback and claims management, and transferring orders to other locations.
  • Order date management of backlog to include reviewing backlog, proactive management of orders that may not meet original deadline, notifying customers of status if something has changed, and working with plant personnel around scheduling.
  • Position is in direct communication and interacts with: customers(internal and external), sales team, estimation, drafting/engineering, takeoff, order processing team members, and manufacturing personnel.
  • Resolves customer concerns and field issues. Escalates as needed.
  • Self-directed and works independently.
  • Be proactive vs reactive.
  • Coordinates and advances project status, from Order Entry through Engineering and Manufacturing.Major Activities and Key Challenges Include:
    • Understand market needs (customer needs, competitive information).
    • Act as a liaison between the customers and Kawneer.
    • Obtain profitable orders (understanding of job margins and determining any issues).
    • Must be self-motivated, people-oriented, service-oriented, and possess the ability to work with others.
    • Strong interpersonal and leadership skills.
    • Develop and maintain positive working relationships. Represent Kawneer in a positive manner.
    • Must possess conflict management skills.
    • Ability to provide constructive feedback and suggestions for potential process improvement opportunities.
    • High level of proficiency using Microsoft Office Suite.
    • Must have file management and computer skills in all Kawneer front-end applications, as well as organizational/time management skills.Qualifications Basic Qualifications:
      • High School Diploma or GED from an accredited institution
      • Minimum 2 years of experience in a complex customer service environment (high call volume or high customer contact)
      • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.Preferred Qualifications:
        • Bachelor's Degree from an accredited institution;
        • 2+ years of experience in a manufacturing or construction industry experience.
        • Minimum 1 year of experience of reading and interpreting architectural plans and installation instructions;
        • Experience with Estimating Software, JD Edwards, and Microsoft Office

Keywords: Kawneer Company, Inc., Springdale , Senior Customer Service Representative, Sales , Springdale, Arkansas

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