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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