Customer Service Representative
Company: LATICRETE International, Inc.
Location: Bethany
Posted on: April 17, 2024
Job Description:
Classification:HourlyShift:First Shift - 8 (United States of
America)Job Description:Are you looking for a new challenge?
Passionate about innovation? Want to work for a global company that
values integrity, teamwork, and loyalty?At LATICRETE International,
we aim to be the leading construction brand trusted globally for
high-performance tile and stone installation systems and building
finishing solutions. We've been in business for over 65 years,
family-owned for three generations, and can be found in over 100
countries. The Hartford Business Journal even named us one of
Connecticut's top family-owned companies in 2017!We don't just make
innovative, industry-leading products. Our purpose is to improve
the built world and the lives of those who build it. We strive to
connect with, engage with and improve the lives of our employees,
our customers, our partners, and the global communities in which we
operate.We are seeking passionate and ambitious employees who want
to make a difference not just within our organization, but within
their communities, our industry, and the world. If that sounds like
you, then what are you waiting for? Join the family and expand your
horizons!Just some of our benefits:
- Medical
- Dental
- Vision
- 401k
- Tuition reimbursement
- 12 paid holidays in addition to paid vacation and sick
time
- Flexible spending
- Life Insurance, AD&D and Supplemental
InsuranceOverview:Responsible for all customer service and order
entry duties including, but not limited to, order entry, inventory
inquiries, pricing information, invoicing, and credit memos for
domestic customers.Essential Job Functions & Responsibilities:
- Performs all customer service related duties including, but not
limited to; answering phones, computer entry of
orders/Debits/Credits/RMA's, providing shipment confirmations,
invoices and credit memos utilizing JD Edwards's system.
- Efficiently manage inbound phone queue to assure inbound
customer calls are handled timely with minimum hold times and/or
transfers.
- Provide day to day support to meet customer need dates and
requirements
- Provide customers with accurate information on pricing, stock
availability, backorders and shipping.
- Work with cross-functional teams including; Sales, Logistics,
Warehouse/Plant, Finance, Marketing and Procurement.
- Follow established processes and procedures to handle phone
orders, provide order status updates, look-up part numbers and
pricing information. In addition, continuously recommend changes to
procedures to best support the business.
- Maintain organized customer files, hard copies and electronic
files as required.
- Professionally communicate with internal and external
customers.
- Demonstrate personal ownership and accountability for tasks and
follow through.
- Cross-train new employees as needed to support onboarding and
work transitions.
- Back up Senior CSR duties, as needed.
- Provide dedicated product and/or account support as required
based on seasonality and demand.
- Assist the Core team with CS system issues and provide tier 1
troubleshooting training to other CSRs.
- Act as the Subject Matter Expert for all Customer Service
issues.
- Aid during internal and external audits by representing the
local team during the audit and pulling documents necessary to
complete.
- Compile and distribute action items from daily production
meetings, including backorders and other potential product
issues.
- Performs other duties as assigned
- Assumes accountabilities as apparent or as delegated, including
mutually agreed upon objectives.Job Specifications/Skills:
- 3 years' experience in professional Customer Service
environment.
- At least 2 years' experience in Customer Service at LATICRETE,
or comparable industry experience.
- 2 years' experience JD Edwards preferred
- Excellent communication skills both written and verbal
- Excellent interpersonal skills
- Computer Skills: Intermediate to Advanced knowledge of
Microsoft Office (Word, Excel) and Microsoft Outlook.
- Physical ability to lift, move and/or carry minimum of 25
pounds.Ability to network and partner cross-functionally to ensure
the CS team can be the central voice to the customer without
confusion or delay.Minimum Educational Requirements:High School
diploma required; AS degree preferred.Travel:5-10%#LI-DS1
Keywords: LATICRETE International, Inc., New England , Customer Service Representative, Hospitality & Tourism , Bethany, Northeast
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