CSR - Customer Service Representative

$49,920 - $58,240/Yr

Tech Observer - Westlake, OH

Full-time - Entry Level

Westlake, OH

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative (CSR) role is focused on enhancing the customer experience by acting as a single point of contact for customers. This position involves managing customer interactions, providing quality service, and supporting supply chain inquiries while maintaining a positive and professional demeanor. The CSR will also contribute to understanding customer needs and expectations, manage CRM data, and collaborate with internal teams to ensure customer satisfaction and operational efficiency.

Responsibilities

• Manage Order-to-Cash (OTC) and Customer Service Management activities, focusing on customer interactions.
• Contribute to understanding customer segments, trends, needs, and expectations by reporting on client interactions.
• Build trust and relationships by supporting supply, commercial, and application inquiries, and collecting feedback.
• Enter relevant information into the customer relationship management system after each contact to ensure quality data.
• Provide quality service to customers while identifying opportunities to secure new business or support retention.
• Collaborate closely with internal partners and functions to align priorities and meet customer expectations.
• Support the implementation of customer experience initiatives, tools, and processes.
• Contribute to reviewing existing operations and generating new ideas for continuous improvement.
• Prioritize workflow and ensure work is completed to required standards of productivity, quality, and timeliness.
• Utilize customer service supporting systems and tools, such as SAP and Service Cloud, to drive efficiencies.

Requirements

• High School Diploma or equivalent required.
• 2-5 years of experience in Customer Service, Supply Chain, or Sales.
• Experience in customer-facing operations such as Customer Service or Sales.
• Knowledge of the order-to-cash process.
• Experience with cloud-based solutions (e.g., Service Cloud) and ERP systems (e.g., SAP).
• Understanding of Supply Chain processes.