Customer Care Account Representative - TEMP-to-PERM

Job Description

Position:
Customer Service Representative (TEMP-to-PERM)

Location:

Commerce Park, East Ston, PA

Reports to:

Customer Service Supervisor

• Provide professional and proper responses to all product and order related inquiries for primary accounts and other account contacts as required.
• Develop and improve customer relationship management with internal and external customers; support the Victaulic Product Delivery System by maintaining proactive and integrated communication flow with Sales, Distribution Center Managers, and customers regarding customer service issues.
• Perform all order processing and service-related activities to ensure accurate, timely, and effective handling of customer requirements.
• Assist customers in selecting the product that best suits the application, identify potential sales opportunities, and provide sales leads to the appropriate Sales Representative.
• Perform quotation and order entry, edit and maintenance, and handle all telephone, fax, or email inquiries relating to freight, product application, or billing issues for primary accounts and other accounts as required.
• Analyze and resolve customer requests, inquiries, or problems by utilizing established procedures.
• Identify and report all instances of customer problems, potential sales leads, and system deficiencies that are not immediately resolved to Supervisor, Sales Representative, and/or Sales Management.
• Prevent and/or resolve any billing disputes to ensure improved efficiencies.
• Adhere to all company policies, procedures, and best practices of all order cycle activities.
• Maintain current documentation and files as per established procedures and policies.
• Ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Service and the organization.
• Assist in various tasks, projects, and responsibilities as assigned by a Customer Service Supervisor or Manager.
• Utilize the Quality Improvement Process to fulfill the responsibilities of the position and improve work processes.

• Bachelor’s Degree a plus.

• Proficient skills with Microsoft Office products including Word, Excel, Access, and Project.

• Experience and understanding of Visual Basic language a plus.

• Minimum three years of customer service experience.

• Excellent communication skills; patient, professional, and courteous when faced with an adverse situation.

• Project management skills a plus.

• Goal oriented, reliable, self‑motivated, and able to multi‑task effectively.

• Willing to be flexible in schedule and work occasional overtime.

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status.