Stanley Engineered Fastening - Danbury, CT
posted 4 months ago
About the position
As a Customer Service Representative at Stanley Engineered Fastening LLC, you will play a crucial role in our Engineered Fastening team located in Danbury, CT. This hybrid position allows you to work three days in the office and two days remotely, providing flexibility while ensuring you remain connected with your team. Your primary responsibility will be to accept customer orders through various channels, including phone, internet, email, and fax. You will process these orders and handle various inquiries using our order ship and bill system, ensuring that customer needs are met efficiently and effectively. In this role, you will collaborate closely with shipping and invoicing coworkers to follow up on customer orders, ensuring timely and accurate deliveries. You will respond to customer inquiries regarding their orders and shipments, analyzing customer order patterns and proactively communicating with customers to ensure repeat orders are placed on time. Utilizing Salesforce.com CRM software, you will initiate quotation requests and provide reliable information to both internal and external customers using PC and Internet software. Additionally, you will assist in planning and resolving delayed shipments, working with appropriate functional groups to eliminate errors and inefficiencies. Managing and resolving customer complaints will be a key part of your responsibilities, and you will enter new customers and changes into the order ship and bill system, ensuring accuracy in pricing and delivery information. You will also assist the Customer Service Supervisor in meeting departmental goals, contributing to the overall success of the team.
Responsibilities
- Accept customer orders via various methods (phone, internet, email, fax)
- Process orders, other transactions and various inquiries using an order ship and bill system
- Work closely with shipping and invoicing coworkers to follow up on customer orders
- Respond effectively to customer inquiries pertaining to their orders and subsequent shipments
- Analyze customer order patterns/past product usage and proactively communicate with customers to ensure repeat orders are placed on time
- Initiate quotation requests utilizing the Salesforce.com CRM software
- Provide reliable information to both internal and external customers using PC and Internet software
- Assist with planning and resolution of delayed shipments
- Work with appropriate functional groups or team members to proactively eliminate errors and inefficiencies
- Manage and resolve customer complaints and escalate where necessary
- Enter new customers and/or customer changes into the order ship and bill system
- Ensure accuracy of pricing and delivery information
- Assist Customer Service Supervisor to meet departmental goals
Requirements
- Minimum of three (3) years proven customer support experience is required
- High School Diploma required, Associate or Bachelor's Degree in Business or related field is preferred
- Experience in providing customer service in a manufacturing environment preferred
- Familiarity with CRM systems and practices is preferred
- Experience working in customer portals a plus
- Technical aptitude and fastener experience a plus
- Customer support experience in the aerospace industry a plus
- Essential skills include phone skills, listening skills, clear verbal and written communication, intermediate computer skills, keyboard/data entry skills, organization skills, strong interpersonal skills, time management, analytical skills, ability to work under pressure, conflict resolution, patience, professionalism, ability to multitask, positive attitude, ability to use positive language, adaptability, high energy, team player, and will to succeed
Nice-to-haves
- Experience working in customer portals
- Technical aptitude and fastener experience
- Customer support experience in the aerospace industry
Benefits
- Wellness program
- Employee stock purchase plan
- Paid holidays
- Health insurance
- Dental insurance
- 401(k)
- Tuition reimbursement
- Paid time off
- Vision insurance
- Employee discount
