Customer Service Representative

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Position overview:

We are currently seeking a highly motivated, driven and dedicated  Customer Service Representative  to join our customer service team. This team member will be responsible for handling and processing all requests from an assigned book of customers.  This role requires a high level of attention to detail, excellent communication and interpersonal skills, and the ability to work closely with various departments to ensure timely and accurate responses to customer inquiries.

The ideal candidate will be proactive, customer-focused, and able to manage multiple tasks efficiently.

Main Responsibilities:

Customer Interactions and support:
Serve as the first point of contact for customers, ensuring professional and efficient communication.
Respond to customer inquiries via phone, Teams meetings and email ticketing platforms within 3 hours.
Internal

Collaboration:

Work seamlessly with sales, engineering, procurement, and other departments to gather necessary information.
Participate in daily stand-up calls and internal segment team calls to ensure alignment and efficient teamwork.
Customer Management and Order Processing:
Review, process and fix customer EDI orders/requests to ensure accurate and timely execution.
Manage JIT (Just In Time) orders, backorders and partial shipments
Run and maintain the days on hand report
Proactively work with the Engineering team to identify possible substitutes for low inventory parts
Work with plant managers/Production associates to ensure we have the correct stock levels for daily production.
Create, investigate and expedite hot orders to address urgent customer needs.
Provide pricing and availability details for requested parts.
Conduct Open Order report reviews to manage and resolve backorder issues effectively.
Create and manage Return Merchandise Authorizations (RMAs), credit memos as needed.
Conduct weekly meetings with customers to review the days on hand report.

Skills and

Qualifications:

The ideal candidate must have the following competencies:

Education:

College education or bachelor’s degree required.

Experience:

4+ years of customer service experience, preferably in a distribution, fastener background.

Skills:

Excellent communication and interpersonal skills
Strong organizational skills with the ability to manage multiple tasks and priorities
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems
Attention to detail and accuracy in data entry and documentation

Attributes:

Customer-focused with a positive attitude and strong problem-solving abilities
Ability to work independently as well as part of a team
Comfortable working in a fast-paced environment with tight deadlines

Schedule:

Full-time position, Monday through Friday (US Hours), with occasional overtime as required.

Environment:  Office-based role

Compensation:
At Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process.
Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.