Customer Service Representative

$35,000 - $54,000/Yr

J&M Plating - Rockford, IL

Full-time - Entry Level

Rockford, IL

Fabricated Metal Product Manufacturing

About the position

The Customer Service Representative at J&M Plating is responsible for being the primary contact for customers, providing information and solutions regarding fastener finishing products and services. This role involves managing customer inquiries, processing orders, and ensuring customer satisfaction while maintaining accurate records of interactions. The representative will also coordinate with various departments to meet production and delivery goals, acting as a liaison between customers and internal teams.

Responsibilities

• Provide information and solutions to customers about fastener finishing products and services.
• Take or enter orders, cancel accounts, or obtain details of complaints, ensuring appropriate changes are made to resolve customer problems.
• Keep accurate and detailed records of customer interactions or transactions using computers and the production system.
• Answer customer inquiries about order status, product information, and service issues via email, fax, and phone, providing timely and professional responses.
• Monitor and schedule production lines to meet production, quality, and delivery goals, ensuring customer orders are processed in a timely manner.
• Review daily production logs with department supervisors and report any deviations or delays to customers and managers, suggesting solutions or alternatives.
• Communicate daily with customers and internal stakeholders regarding work in progress, quality issues, expedited jobs, and customer feedback, acting as a liaison between them.
• Act as a customer advocate, representing the customer fairly and keeping both the customers and the company's best interest in mind during decision-making.
• Send Advanced Shipment Notifications (ASN) to customers in a timely manner, confirming receipt and satisfaction.
• Coordinate operational activities with other departments, such as shipping, quality control, or production.
• Inspect items for damage or defects before and after processing, recommending packing or shipping methods to ensure quality and safety.
• Refer customers to appropriate personnel for technical support, product specifications, or other information.

Requirements

• High School/G.E.D or equivalent.
• Minimum of 1 year experience in a similar role.
• Proficient in using Microsoft Word, Excel, Outlook, Internet Explorer, and the production system.
• Ability to use databases, spreadsheets, word processing, and internet applications to manage and communicate information.
• Ability to apply active listening, speaking, reading comprehension, critical thinking, and active learning skills to understand and convey information effectively.
• Ability to apply service orientation, persuasion, social perceptiveness, coordination, and negotiation skills to interact with customers and coworkers and resolve conflicts.
• Ability to apply complex problem-solving, operations analysis, quality control analysis, judgment, and decision-making skills to identify and implement solutions for customers and J&M Plating.
• Ability to apply time management and management of material resources skills to organize and prioritize work and use equipment, facilities, and materials efficiently.
• Ability to work independently and as part of a team.
• Ability to work under pressure and meet deadlines.
• Honesty, integrity, and a strong desire to succeed.

Benefits

• Competitive salary and benefits package
• A supportive and collaborative work environment
• Opportunities for growth and development
• A chance to work for a company that values quality, innovation, and customer satisfaction