Customer Service Representative

Customer Service Representative

At C.H Guenther & Sons, we pride ourselves on being customer focused. The Customer Service Representative is responsible for engaging with customers on behalf of the company while providing an excellent experience. The Customer Service Representative is responsible for managing customer accounts and will act as a liaison to provide product information to resolve issues with accuracy and efficiency.

• Managing daily customer service operations including order processing, order management, customer emails, price discrepancies, customer claims and tracking shipments.
• Providing marketing and sales support; strategizing with internal departments to identify customer needs to achieve high performing goals.
• Collaborating with multiple internal departments – Distribution, Marketing, Sales, Research & Development, Accounting – to manage sales orders and resolve issues in a timely manner.
• Balancing inventory of products with multiple plants to meet customer case fill rates.
• Answering consumer phone calls while providing product knowledge to resolve inquiries.
• Utilizing spec sheets through website portal.
• Managing customer portals; new order requests, order confirmations, cancellations, changes.
• Contributing to team effort with process documentation to promote efficiency and effectiveness.
• Addressing customer incidents and communicating to Customer Service team member for processing with QA Team.
• Performing other duties as assigned.

• Education/
  
  Certifications:
  
  At least a high school diploma or equivalent; college degree preferred.
• Experience:
  
  At least one year of customer service experience; 3 years preferred. Previous experience in manufacturing or operations a plus.

• Knowledge of customer service principles and practices.
• Critical thinking and problem solving skills to resolve escalated customer issues.
• Organizational and initiative ability for time management; adapt to fast‑pace environment.
• Excellent communication in a clear, concise professional manner while being an active listener.
• Ability to analyze and interpret daily reports.
• Experience using ERP systems; SAP experience preferred.
• Strong skills with Microsoft Office – Word, Excel, PowerPoint, SharePoint.

• Light physical effort required such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed.
• Fine dexterity, and the ability to see, hear, and communicate with associates as well as others by utilizing professional etiquette.
• Work environment involves light exposure to physical risks such as mechanical, chemical, and electrical hazards.
• Personal protective equipment, as defined by C.H Guenther & Sons, will be provided.

• Demonstrate, promote, and exemplify the Company’s Core Values.

• Salary range: $23.59 – $39.04 per hour (actual compensation may vary based on job‑related knowledge, skills, and experience, as well as geographic location).
• Benefits include health and disability insurance, retirement savings options, flexible spending accounts, employee assistance programs, educational assistance, parental leave, paid time off, and company‑paid holidays.

• C.H Guenther & Sons are E‑Verify participating employers. All offers of employment are contingent upon successful completion of the pre‑employment screening process, which may include a drug screen and review of criminal background and other records as required.
• AA/EEO/Drug‑Free Employer.