Customer Service Representative

Customer Service Representative

The primary focus of this position is to support and partner with Sales, Purchasing, and Production Departments. As a CSR, your responsibility is to maintain the relationship and communication on a highly professional level with customers and management. This role operates as the conduit for our internal and external communication between the customer and our company. This role must understand the flow of the entire production process and work closely with both the Production Manager and Quality Control Manager. The Customer Service Rep is considered a critical member of the production team and providing outstanding and timely service is paramount. Develops and maintains relationships with potential and existing customers in the gasket, insulation, tape, and adhesive fields. Interacts directly with customers via telephone, email, fax, or in person to provide support and information on products or services. Owns the status of customer orders through the entire manufacturing process and communicates status to customers as appropriate. Works closely with the entire team to ensure that the quality of the finished product meets the standards of excellence displayed in all XTO Incorporated products. Applies knowledge of the field and product features to match products to the needs of customers. Becomes educated about gaskets, including the design, material, and fabrications to best assist customers. Answers inquiries from clients concerning products, their uses, and the industry at large. Provides information, quotes, credit terms, and other bid specifications to customers. Facilitates the negotiation of prices, terms of sales, and / or service agreements; prepares contracts and submits orders. Ability to prepare detailed and accurate invoicing for the ordered product. Arranges shipping in a timely, cost-effective manner. Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff. Ensures that appropriate actions are taken to resolve customers' problems and concerns. Collaborates with purchasing and production departments, managers, and other staff to confirm that orders are processed with accuracy and efficiency and that products are provided properly. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. Expert at managing multiple priorities, experienced in assessing timeline challenges and resolute in solving potential time delays.