Customer Service Representative

Customer Service Representative

ASC is looking for a Customer Service Representative who will ensure client satisfaction while working in cooperation with outside sales to grow existing customers. They will effectively manage their resources, and work within the policies and procedures of the company.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat with a drive toward first-contact resolution.
• Assist customers with product and service-related questions, technical issues, and account management.
• Resolve customer complaints and concerns with patience, empathy, and efficiency. Process RMA's, credits, and debits in the company portal / CRM.
• Collaborate cross-functionally to address customer needs and elevate complex issues when necessary.
• Process RFQ's from customers and outside sales with great accuracy, efficiency, and timeliness in the company's ERP platform
• Identify opportunities for process improvements to enhance the overall customer experience.
• Stay up to date on product / service offerings policies, and procedures.
• Accurately document customer interactions and transactions in ASC's CRM system.
• Build credibility and trust with assigned customer base while influencing buying decisions and customer-focused solutions.
• Monitor KPI's in the Power Bi Dashboards to ensure best-in-class service.
• Other duties as assigned

• Bachelor's degree or equivalent work experience in a B2B Customer Service role.
• Excellent communication skills (verbal and written) with ability to handle conflict resolution.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to remain calm and composed under pressure.
• Proficiency working in a ERP. CRM experience is a plus.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

Following the 2019 merger of Anvil International and Smith-Cooper International, the unified company relaunched in March 2021 as ASC Engineered Solutions. Under a single name and logo, ASC Engineered Solutions continues our focus on improving the customer experience every day and striving to deliver service excellence. The evolved ASC Engineered Solutions brand reinforces a focus on what matters most to customers : quality.

As a solutions provider, this quality is reflected in our precision-engineered products, support and knowledge. Our organization is a dependable strategic partner focused on its customers' success.

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