Customer Service Representative

Customer Service Representative

The Customer Service Representative serves as a key liaison between the company and our customers, independent sales representatives, sales partners, and internal teams, including Engineering, Manufacturing, Traffic, and Finance. This role is responsible for preparing and processing quotes and sales orders, fielding incoming customer phone calls, and providing timely product, pricing, and order information. The Customer Service Representative works collaboratively across the organization to resolve customer needs, ensure order accuracy, and deliver a positive customer experience.

Duties And Responsibilities

• Respond to incoming phone calls, emails, and online inquiries from customers, sales representatives, and other business partners in a courteous, professional, and helpful manner.
• Support a network of independent manufacturer's sales representatives and/or sales partners.
• Prepare, calculate, and process customer quotes and sales orders accurately and efficiently.
• Review purchase orders for completeness, accuracy, and compliance with quoted requirements.
• Enter and maintain accurate customer and order information in the company's Customer Relationship Management (CRM) and/or Enterprise Resource Planning (ERP) systems.
• Provide product, pricing and other relevant information as requested by Customers / Sales Representatives. Work with Engineering to process special engineered quotes and order requests.
• Issue Return Merchandise Authorizations (RMAs).
• Ensure customer inquiries are resolved in a timely manner
• Develop and maintain a strong understanding of the features, benefits, applications, and specifications of products sold and serviced by The Baker Company.
• Ensure compliance with the company's quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints.
• Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other relevant duties as assigned by the supervisor and/or manager

Key Performance Metrics

• Call logs (In-bound/out-bound)
• Quote, order, and case queue management
• Product and process knowledge
• Accurate and timely completion of orders

Physical Requirements

• Able to sit for extended periods of time
• Able to work on a computer

Minimum Requirements

• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Excellent verbal and written communication skills.
• Strong customer service skills and a professional, helpful approach.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Strong attention to detail, and good analytical and problem-solving skills.
• Ability to multi-task and maintain accuracy.
• Ability to work under pressure and meet deadlines.
• Ability to build a working knowledge of a vast/intricate complexity of product customizations and one-off configurations.
• Ability to learn and effectively use CRM and ERP systems. Prior CRM and ERP experience preferred.
• 5+ years' experience in customer service preferred.
• Experience in a sales support and/or customer service role in manufacturing environment is highly preferred.
• Associates/bachelor's degree in business preferred.
• Experience with international orders and shipments is a plus.
• Knowledge of contract administration/bids is a plus.

Benefits

• Medical
• Dental
• Company Paid Health Reimbursement Account
• Flexible Spending Accounts
• Life & Disability Insurances
• 401(k) & Company Profit Sharing Plan
• Paid Time Off
• And More!