Customer Service Representative

Customer Service Representative Behm Consulting

LLC MRPC

is seeking a high-level Customer Service Representative who balances daily account management with departmental leadership. In this role, you aren't just processing orders; you are a key point of escalation for contract reviews and a mentor to the customer service team. You will serve as the primary link between our customers and our production/engineering teams, ensuring data integrity and world-class service.

Key Responsibilities Customer Relationship Management:

Act as the primary contact for inquiries regarding order status, delivery commitments, and technical literature. Manage expediting requests and resolve complex customer complaints with professionalism.

Team Leadership & Mentoring:

Train new associates and provide ongoing coaching to the current team to ensure consistent communication standards and data accuracy within the ERP system.

Technical Data Management:

Execute precise data entry into IQMS (ERP) for customer orders and communications. Maintain comprehensive service records, engineering project status reports, and quote logs.

Contract & Quality Oversight:

Serve as the first point of escalation for contract reviews and perform periodic audits of the review process to ensure compliance and accuracy.

Marketing & Hospitality:

Assist with trade show planning, e-newsletter support, and website updates. Provide a welcoming experience for customers visiting the facility.

Continuous Improvement:

Lead projects to streamline the use of IQMS and track the department's "versatility matrix" to ensure cross-training depth and operational resilience.

Qualifications Experience:

Minimum of 1 year of professional customer service experience, preferably in a manufacturing or technical environment.

Leadership Ability:

Proven aptitude for coaching, training, and leading peers.

Technical Skills:

Proficiency in ERP systems (IQMS preferred) and Microsoft Office. Ability to interpret contract requirements and technical specifications.

Communication:

Strong verbal and written communication skills with a focus on "positive resolution" strategies.

Adaptability:

Ability to follow complex instructions and wear personal protective equipment (PPE) when entering production areas. Application Requirement To be considered, all candidates must complete the Culture Index survey: go.cultureindex.com MRPC is an

Affirmative Action/Equal Opportunity Employer:

Minorities, Women, Veterans, & Disabilities. XJ6