JOB DESCRIPTION



ESSENTIAL DUTIES & RESPONSIBILITIES:

• Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
  
  
• Analyzes a customer's service needs and refers to other service or technical departments for follow-up as needed.
  
  
• Uses a customer relationship application or database to record activities and research product information.
  
  
• Provide excellent customer service and professionalism to all customers in person, telephone, email, or via the web.
• Answer incoming and make outgoing customer telephone calls.
• Receive and resolve, within established guidelines, customer questions and concerns.
• Monitor, resolve, document, and report all customer complaints relating to operations and coordinate with sales.
• Track customer information and concerns and enter data into database.
• Create new account files and key into the system.
• Work with production and logistic departments to ensure that all shipments are completed daily.
• Provide timely and accurate information regarding missed shipments or other customer concerns.
• Download, distribute and answer all customer inquiries received via email.
• Scan all contracts into the system and maintain records of them.
• Maintain a positive attitude and promote Tremco CPG Manufacturing Corp.
  
  image by focusing on cooperation, employee partnership and positive telephone and email manners.
• Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors.
• Conform in all respects with applicable federal, state/provincial, and local laws, regulations, ordinances, and other orders and to all company policies, procedures, and directives from supervisors.
• May provide backup assistance for Office Administration.
  
  
• Perform other duties and responsibilities as required or requested by management.

• High School Diploma or GED.
• Two (2) to Three (3) years customer service experience, preferrable in Manufacturing or Chemical environment.

• Ability to implement solutions to general and specific customer concerns.
  
  
• Ability to work in a fast-paced environment, meet time deadlines and perform under pressure.
• Possess good organizational skills and record keeping skills.
• Possess ability to speak and communicate effectively with customers and employees both verbally and in writing.
• Proficient in Microsoft Outlook, Microsoft Word, Excel and SAP.
  
  
  • Good problem-solving ability.
  • Excellent data entry skills.
• Maintain customer service errors within established threshold of zero but no greater than 1%
• Possess a thorough understanding of all interfacing departments; Credit, Accounting, Inventory Control, Purchasing, etc.
  
  
• Thorough understanding of all policies and procedures.
  
  
• Develop and maintain professional relationships with managers, customers, and co-workers.
• Special projects and reports completed timely and accurately.