Customer Service Representative

$58,240 - $63,128/Yr

Joule - Cleveland, OH

Full-time - Entry Level

Remote - Cleveland, OH

101-250 employees

Social Assistance

About the position

The Customer Service Representative role at Joulé involves delivering a high-quality customer service experience by managing the complete customer journey and collecting feedback for continuous improvement. This position serves as the primary contact for both current and new customers, collaborating with internal departments to meet customer expectations effectively.

Responsibilities

• Manage customer interactions with a customer-centric approach to ensure a seamless experience.
• Oversee Order-to-Cash (OTC) and Customer Service Management, focusing on client engagement.
• Serve as the 'Voice of the Customer,' providing feedback on customer needs, building trust, and supporting inquiries related to supply, commercial, and application matters.
• Maintain accurate data in CRM systems, schedule follow-ups, and ensure customer retention.
• Deliver a high level of service while identifying business opportunities, addressing customer cases, and handling complex queries.
• Collaborate closely with internal teams, aligning priorities to meet customer needs and monitor delivery commitments.
• Support customer experience initiatives, including testing and adapting service levels based on customer segments and satisfaction.
• Contribute to continuous improvement by suggesting operational enhancements to improve efficiency and customer experience.
• Use KPI-driven performance systems to manage productivity, quality, and timeliness.
• Plan activities to ensure efficiency, participate in team meetings to prioritize goals, and adhere to compliance standards.

Requirements

• High School Diploma minimum
• 2-5 years in Customer Service, Supply Chain, or Sales
• Customer-facing experience in operations (e.g., Customer Service, Sales)
• Knowledge of order-to-cash processes
• Familiarity with cloud-based solutions (e.g., Service Cloud), ERP systems (e.g., SAP), and IT applications
• Basic understanding of Supply Chain processes

Benefits

• Health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.