Hybrid Customer Service Representative bei Great Lakes Industrial

Description

Great Lakes Industrial (GLI) is a leader in the Industrial manufacturing & distribution sector, specializing in innovative engineered solutions and products. With a strong commitment to quality and customer satisfaction, we are driven by a passion for operational excellence. As we continue to expand, we seek a skilled and motivated Customer Service Rep to join our dynamic team.

POSITION SUMMARY: 

A Customer Service Representative (CSR) plays a vital role as a liaison between our customers & our internal departments. We expect our CSR’s to be responsive, detail oriented, and have great communication skills. As the CSR’s grow, they will be managing a variety of customer-facing and internal processes including order entry, handling blanket order releases, preparing quotes, and

providing timely updates on order statuses for our customer’s. This role requires strong organizational skills, a customer-first mindset, and the ability to thrive in a fast-paced environment.

ESSENTIAL FUNCTIONS:

Reasonable Accommodations Statement 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Interact daily with customers and internal operations to answer questions, give out information and pricing, and pull-in material to fulfill customer delivery dates
• Accurately enter customer purchase orders into the system, ensuring all product, pricing, and delivery details are correct
• Manage and process blanket order releases in alignment with customer schedules
• Generate re-quotes for existing parts based on customer specifications, production capacity, and pricing models. Work with sales and production planning to ensure feasibility
• Communicate with customers regarding order progress, production status, and ship dates
• Participate in continuous improvement eorts, providing feedback to optimize internal processes and customer experiences
• Manage changes to existing orders such as delivery dates and quantity adjustments
• Monitor margins on orders and flag discrepancies or opportunities for improvement
• Positive feedback from customers; inquiries are answered quickly and professionally, contributing to long-term customer relationships

Requirements

POSITION QUALIFICATIONS: 

Competencies

A Customer Service Representative (CSR) must have passion for creating a remarkable customer experience, while managing customer expectations professionally and accurately. The CSR must be able to multitask, be able to change gears quickly and effectively. As GLI is looking to advance and grow, the CSR must also be able to adapt to new requirements and see change as an opportunity for growth, not a requirement.

Education: Associate’s degree with relevant experience also considered

Experience: Basic understanding of customer service, operations, and sales

Computer Skills: Proficiency with ERP platforms and Microsoft Oice Suite (Excel and Outlook)

Certificates & Licenses: N/A

Other Skills, Attributes, and Abilities

• Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts
• Exceptional organization skills and detail oriented with demonstrated organization and multitasking skills 
• Effective time-management skills with the ability to manage multiple priorities
• High level of integrity, respect, and humility 
• Lifelong learner who is willing to share their knowledge and experience for the betterment of the team, company, and      community 

WORK ENVIRONMENT 

At GLI, we are committed to providing a supportive and inclusive work environment. We believe that diversity strengthens our team and enhances our ability to innovate. To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified candidates with disabilities to perform the essential functions. 

Work is performed primarily in the office. The noise level is generally quiet with occasional moments of louder activity. Work may also be performed in the warehouse, helping to assist with activities needed in that area. Work is to be performed normally during company’s operating hours of 7:30am – 4:00pm CST Monday through Friday. There are few exceptions to extended work hours. 

To satisfy proper role requirements, the candidate must complete all safety, quality, and vendor training programs as needed. Additionally, the candidate must have or obtain a driver’s license to follow a career path in the Customer Service Department and/or other opportunities at Great Lakes Industrial.

Great Lakes Industrial is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Department: Order Processing Team

Job Status: Regular Full Time

FLSA Status:  Exempt

Reports To: Customer Service Manager (Reyna Perez) 

Grade/Level: Salary / Team Member (Starting $50k)  

Amount of Travel Required: 5%

Work   Schedule:  M-F, 730 AM – 4 PM

Positions Supervised:  None

Location: GLI Headquarters: 6150 N Flint Rd, Milwaukee WI, 53209