Customer Service Representative

Customer Service Representative

Location:

Shakopee, Minnesota, United States

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.

The Customer Service Representative is responsible for cultivating customer relationships for current and potential customers by utilizing excellent knowledge of Cable Exchange products, capabilities, and CRM processes and procedures. Accountable for customer service as it relates to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs.

This is an onsite role in Claremont, NC or Shakopee, MN requiring all 5 days in the office each week.

• Follow developed procedures pertinent to the effective and efficient operations of Customer Service and develop new procedures as necessary.
• Monitor programs and procedures to ensure on‑time delivery to meet customer expectations, while maintaining in‑depth knowledge of the Company’s systems and processes and participating in the development of same.
• Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply‑chain capabilities and status.
• Act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling.
• Assist in resolving customer disputes by preparing or assembling supporting documentation.
• Develop knowledge of Cable Exchange and relevant Comm Scope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations.
• Provide customers with product literature and documentation when necessary or appropriate.
• Report and manage daily sales/production reports and metrics.
• Perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties.
• Provide support and backup assistance to peers.
• Communicate with the Sales and Planning organization to anticipate projects, completion timetables, and potential scheduling issues.
• Set customer expectations and priorities for the supply chain (not just expedites).
• Identify opportunities to improve efficiency and enhance customer satisfaction and appreciation.
• Perform other duties assigned and unassigned that are required by the needs of the business.
• Participate in ongoing product, process, and business skills training.
• Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues, and supervisors and maintain them over time.
• Support and participate in overall business development activities of the company.
• Develop, update, and improve communication methods and tools.

• Three or more years of customer service or sales support experience.
• Experience in Microsoft Programs (Outlook, Excel, Word, etc.).

• Experience with SAP or Sage.
• Familiarity with copper and fiberglass.
• Experience working in a fast‑paced environment.

Our salary ranges consider a wide variety of factors, including but not limited to benchmarking by independent third‑party consultants, skill sets, years of experience, training, education, geography, and other business needs. Depending on experience, the range can be higher for candidates with exceptional experience and a demonstrated history of successful performance. The expected salary range for this position is $53,000-$62,000 annually.

The candidate will be rewarded with a comprehensive benefits package, including medical, dental, and vision plans, life and accidental death insurance, a 401(k) plan, and participation in the Company’s Incentive Plan. Candidates starting with the Company will be eligible for eleven paid holidays in a full calendar year, two weeks of paid vacation (prorated based on start date), as well as other leave options.