Senior Customer Service Representative

Great Day Improvements Manufacturing (Macedonia, OH) - Senior Customer Service Representative

As of the Senior Customer Service Representative, you will support the activities (day-to-day and development) of all individuals working within their designated area of responsibility.

Pay range: $25.00 - $28.00 per hour

· Support the Customer Service Manager with the day-to-day running of your designated area of responsibility.

· Support the Customer Service Manager through the investigation of process improvements, making recommendations for process improvements.

· Maintains customer service work instructions and/or procedures

· Prepares shipping documents as required.

· Communicates openly with others, keeping them informed of issues and progress.

· Responsible for training and maintaining a backup Customer Service Rep during any absence.

· Coach, mentor, and support the development of all customer service teams.

· Promotes and maintains positive team environments.

· Help the Customer Service team with challenging customer service issues.

· Provide the highest level of service to customers' questions regarding materials, services, etc.

· Update customers on the status of jobs.

· Develop strong working relationships and collaborate/work with other functional areas of the business to meet customer requirements.

· Upload all shipping manifests for affiliate customers.

· Maintain production schedule, adding all batches daily and checking for completion.

· Update backlog and production reports.

· Assist in tracking and receiving custom items as needed.

· Print all labels and paperwork required for daily production.

· Backup scheduler and other customer service areas as needed.

· Other duties as assigned.

· Bachelor’s degree from an accredited four-year college or university in Business Management, Manufacturing, or related field.

· Minimum 3 (three) years of customer service experience with increasing responsibilities or supervisory experience is required.

· Experience in a manufacturing environment preferred.

· Lean Six Sigma is a plus.

· Able to occasionally lift up to 20 lbs.

· Knowledge of customer needs assessments, meeting service quality standards, and customer satisfaction evaluation.

· Forward thinker- anticipates and plans to deal with issues/problems and elevate as required.

· Knowledge of any applicable customer-specific requirements

· Relationship builder: This person recognizes the importance of positive relationships and continually works to sustain them with internal and external customers and contacts.

· Excellent verbal and written communication skills.

· Ability to multi-task.

· Ability to maintain composure under pressure.

· Detail-oriented individual with experience in customer service and data entry.

· Problem-solving and analytical ability as it relates to resolving customer issues.

· Use Critical thinking to identify strengths and weaknesses of solutions to problems.

· Strong computer background with a working knowledge of Microsoft Office packages, including Outlook.

· Ability to work independently without the need for daily direct management

GDI is an Equal Employment Opportunity Employer

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