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Customer Service Representative
Customer Service RepresentativeCovert Recruiting • Hatfield, PA, US
Customer Service Representative

Customer Service Representative

Covert Recruiting • Hatfield, PA, US
30+ days ago
Job type
  • Full-time
Job description

Customer Service Representative

Hourly Rate : $20 - $25 / hr

Full Time ONSITE in Hatfield, PA

Position Overview

We are seeking a Customer Service Representative to oversee and support our customer accounts. This role plays a crucial part in ensuring a high standard of service for both external customers—primarily in the U.S. and Europe, with some support for Asia—and internal stakeholders.

Responsibilities :

  • Identify opportunities to enhance internal processes that promote best practices and lead to overall performance improvement and organizational efficiency.
  • Monitor performance and work towards achieving key performance indicators (KPIs) and provide an excellent service to customers.
  • Works with Top Customers
  • Evaluate customer feedback and identify ways to maximize customer satisfaction.
  • Ensure that standard operating procedures are documented and maintained.
  • Monitor and assign emails in generic inboxes.
  • Responsible for timely acknowledgment of all sales orders, ensuring lead times are correctly communicated and documented to customers.
  • Produce written reports when required to do so.
  • Traces lost shipments and resolves difficult and complex problems.
  • Receive inbound calls and respond to calls as appropriate
  • Accurately enter customer sales orders and quotes
  • Process / prioritize inbound orders for order entry
  • Customer follow-up for order confirmations and changes
  • Support with R.M.A. processing as requested
  • Providing customer order / backlog reports
  • Additional tasks as assigned.

Ideal Qualifications :

  • Prior experience in a manufacturing industry Customer Service role.
  • High School Diploma, G.E.D, or equivalent (Required).
  • Ability to act as a point of escalation for complex customer issues and work closely with management to implement strategies for continuous improvement.
  • Prior experience working in an ERP system is required.
  • Experience with Salesforce.
  • Must possess excellent verbal and written communication abilities.
  • Must possess exceptional data entry skills and strong attention to detail.
  • Must possess basic computer literacy skills with Excel Pivot tables, Outlook, MS Office, and other related business tools.
  • Assist in maintaining and enforcing company rules and safety procedures to ensure a clean and safe work environment.
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    Customer Service Representative • Hatfield, PA, US