Customer Service Representative Position Available In Giles, Tennessee

ABC Technologies is a leading global manufacturer and supplier of custom, highly engineered, technical plastics, and light-weight innovations to the North American light vehicle industry. Serving more than 25 major original equipment manufacturer customers in 7 countries, the Company is Molding The Future and is strategically placed to offer vertically integrated product and process solutions through a skilled workforce of over 11,000 team members. Additional information about the Company can be found at www.abctechnologies.com . We are currently looking for 2- CSR’s. 1- Afternoon Shift and 1-Evening Shift. 1-Afternoon and 1-Evening shift available

Job Summary :

Customer Service Representative (CSR) plays a crucial role in facilitating communication and coordination between the plant and its customers. This role helps ensure customer satisfaction, fostering positive relationships with customers, and facilitating smooth order processing and fulfillment processes. Their efforts contribute to the overall success and reputation of the plant in the automotive parts industry.

Job Responsibilities:

Order Management:

responsible for managing customer orders received by the materials department. This involves entering orders into the company’s system, ensuring accuracy of order details, and confirming order specifications with customers.

Customer Communication :

serves as the primary point of contact for customers regarding order inquiries, status updates, and general questions. They communicate with customers via phone, email, or other communication channels to provide information, address concerns, and resolve issues in a timely and professional manner.

Order Tracking and Expediting:

tracks the progress of customer orders through the manufacturing process, coordinating with production, inventory, and logistics teams to ensure on-time delivery. They may also expedite orders when necessary to meet customer deadlines or address urgent requirements.

Inventory Management:

monitors inventory levels of automotive parts in the materials department and provides inventory status updates to customers as needed. They coordinate with production and procurement teams to ensure adequate stock levels to fulfill customer orders.

Problem Resolution:

assists in resolving customer complaints, returns, or quality issues related to automotive parts. They investigate customer concerns, collaborate with relevant departments to address root causes, and propose solutions to prevent recurrence.

Documentation and Reporting:

maintains accurate records of customer orders, inquiries, and communications. They may generate reports on order status, customer feedback, or other relevant metrics to track performance and identify areas for improvement.

Cross-Functional Collaboration:

collaborates with various departments within the plant, including production, quality assurance, shipping, and finance, to ensure seamless order fulfillment and customer satisfaction. They facilitate communication and coordination between internal teams to resolve issues and meet customer requirements. Customer Relationship Management (CRM): utilizes CRM software or systems to manage customer interactions, track customer preferences and history, and provide personalized service. They may also use CRM tools to identify sales opportunities, gather customer feedback, and maintain positive customer relationships.

Job Qualifications:

Education:

A high school diploma or equivalent at minumum. Skills and Experience

• Prior experience in customer service roles, preferably in an automotive manufacturing or industrial environment , is highly desirable.
• Experience in materials management, supply chain operations, or inventory control can provide valuable insights into the materials department’s functions and processes.
• Familiarity with automotive parts or related products may be advantageous, as it enables the CSR to better understand customer requirements and address inquiries effectively.

Excellent Communication Skills:

Strong verbal and written communication skills are essential for interacting with customers, colleagues, and other stakeholders. CSRs must be able to convey information clearly, listen actively to customer inquiries, and respond promptly and courteously.

Problem-Solving Abilities:

CSRs should possess strong problem-solving skills to address customer concerns, resolve issues, and make decisions independently when necessary.

• Attention to

Detail:

Accuracy and attention to detail are critical in processing customer orders, maintaining records, and providing information to customers. CSRs must ensure that order details are entered correctly and that customers receive accurate and timely updates.

Time Management and Prioritization:

CSRs often handle multiple tasks simultaneously, such as managing customer inquiries, processing orders, and coordinating with internal departments. Effective time management and prioritization skills are essential to meet deadlines and ensure timely order fulfillment.

Empathy and Customer Focus:

CSRs should demonstrate empathy and a customer-centric approach in their interactions with customers. They must understand customer needs, anticipate potential issues, and strive to exceed customer expectations whenever possible.

Technical Proficiency:

Familiarity with computer applications, including CRM software, Microsoft Office suite, and email programs, is important for managing customer communications, updating records, and generating reports.

Teamwork and Collaboration:

CSRs often work closely with colleagues in the materials department, as well as other departments such as production, logistics, and quality assurance. The ability to collaborate effectively as part of a team is essential for achieving departmental goals and ensuring customer satisfaction.