CUSTOMER SERVICE

About Company:

We are TSG Resolute. We are committed to the success of our customers through a dedication to continuous improvement and excellence in quality. TSG Resolute strives to be a leader in major OEM marketplaces by providing a wide range of products that includes gasketing, insulation, packaging, seals, profile extrusions, labels, and metal-fabricated parts. Through continuous investment and innovation in equipment and facilities, TSG Resolute seeks to always serve with deep purpose—to improve our processes, to grow our product offering, to increase in quality and efficiency—all in an effort to create even stronger partnerships with our customers and ensure their success. About the

Role:

The Customer Service role within the manufacturing industry is pivotal in ensuring a seamless and positive experience for clients and partners interacting with the company. This position focuses on addressing customer inquiries, resolving issues efficiently, and providing detailed product and service information to support customer satisfaction and retention. The role requires close collaboration with production, logistics, and sales teams to coordinate order processing, delivery schedules, and after-sales support. By acting as the primary point of contact, the Customer Service representative helps to build trust and long-term relationships with customers, directly impacting the company's reputation and success. Ultimately, this role contributes to continuous improvement by gathering customer feedback and communicating insights to internal teams to enhance products and services.

Minimum Qualifications:

High school diploma or equivalent. Proven experience in a customer service role, preferably within the manufacturing or industrial sector. Strong communication skills, both verbal and written. Basic computer proficiency, including experience with CRM software and Microsoft Office applications. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred Qualifications:

Associate's or Bachelor's degree in Business Administration, Communications, or a related field. Experience with manufacturing processes and terminology. Familiarity with ERP systems and order management software. Bilingual abilities, especially Spanish-English, to support a diverse customer base. Training or certification in customer service or conflict resolution.

Responsibilities:

Respond promptly and professionally to customer inquiries via phone, email, and other communication channels. Process orders, returns, and exchanges accurately while coordinating with manufacturing and logistics departments to ensure timely delivery. Resolve customer complaints and issues by identifying problems, determining solutions, and following up to ensure resolution. Maintain detailed records of customer interactions, transactions, comments, and complaints in the company's CRM system. Collaborate with cross-functional teams to provide feedback on product quality, delivery performance, and customer satisfaction trends. Assist in developing and updating customer service policies and procedures to improve efficiency and service quality. Provide product knowledge and technical support to customers to help them make informed purchasing decisions.

Skills:

The required skills such as strong communication and computer proficiency are essential for daily interactions with customers and internal teams, ensuring clear and efficient information exchange. Problem-solving skills enable the representative to address and resolve customer issues promptly, maintaining satisfaction and loyalty. Organizational skills are used to manage multiple customer accounts and track orders accurately, preventing errors and delays. Preferred skills like familiarity with manufacturing processes and ERP systems enhance the ability to understand customer needs and coordinate effectively with production and logistics teams. Additionally, bilingual communication skills expand the representative's capability to serve a broader customer base, improving inclusivity and service reach.