Customer Service Representative

As a Customer Service Representative at Southco, you'll be the go-to partner for our internal and external customers, providing responsive service and sales support built on in-depth knowledge of our products, processes and systems. You'll manage key customer and distribution accounts, uncover new business opportunities, and work cross-functionally with teams across the company on initiatives that drive overall company performance.

You'll work with a high degree of independence on day-to-day activities, with general guidance provided on new assignments.

• An Associate's Degree (required); a Bachelor's Degree in Business Management, Engineering, Marketing or equivalent is preferred.
• 0-3 years of experience, ideally in a technical sales or service-oriented role.
• Strong technical aptitude and computer literacy.
• Excellent written, verbal and telephone communication skills.
• Language skills based on your region:
  • North America: English required;
    Spanish and French-Canadian preferred.
  • South America: English and Portuguese required;
    Spanish preferred.
  • Europe: English and at least one other European language required.
  • Asia: English and at least one other Asian language required.

• Deliver outstanding customer support: Respond to customer inquiries on order management, technical product specifications and design assistance, using Southco business systems (SAP and Salesforce), strong communication and deep product knowledge.
• Own key customer relationships: Manage key customer and distribution accounts by understanding their business models, supporting day-to-day needs, finding mutually beneficial solutions and resolving conflicts. Use gap analysis and order-pattern tools to spot trends and proactively help customers optimize order fulfillment.
• Grow the business: Turn customer interactions into new opportunities with existing and prospective customers. Qualify each opportunity by understanding the customer's application, product usage, market strategy and production needs, then partner with Inside Sales, Account Managers and Marketing to win it.
• Collaborate across functions: Support strategic business development projects and operational excellence initiatives, from order fulfillment for new customer programs to promoting Marketing initiatives and aligning operations with customer production requirements.
• Keep learning and growing: Complete Southco's onboarding program covering product knowledge, application-based selling, business systems and processes, then work with the Customer Service Management team on an ongoing development plan that supports your career goals.
• Drive continuous improvement: Identify opportunities to improve Customer Service and broader Southco processes that affect customer satisfaction or efficiency, and lead action plans through to completion.

• Customer-focused: You plan and adjust your day around meeting customer needs and look for ways to make their experience smoother.
• Results-oriented: You're a high-energy self-starter who takes ownership of goals and suggests better ways to reach them.
• A relationship builder: You're team- and people-oriented, use active listening to truly understand concerns, and build strong working relationships across departments.
• Adaptable and resilient: You thrive in a fast-paced environment, juggle multiple priorities with ease, and adjust quickly as customer and business needs change.
• Curious and proactive: You take on more than what's assigned, spot issues before they grow, and bring ideas for improvement.
• Growth-minded: You're enthusiastic, confident and mature, hold yourself accountable, and take the lead on your own professional development.

Southco offers a competitive…