Job Description

Job Description

Encore Talent Solutions is currently seeking a Customer Service Representative for a full time position located onsite in West Chester, OH

Position Overview

We are seeking a dedicated and detail-oriented Customer Service Representative t o join our team. This role is responsible for managing daily customer interactions, reviewing contracts, entering and acknowledging orders, and ensuring a seamless customer experience. The ideal candidate will possess strong communication skills, critical thinking abilities, and excellent time management.

This position also involves close collaboration with the sales team to support customer needs and business growth, as well as conducting regular check-in calls with key accounts to maintain strong relationships and ensure satisfaction.

Key Responsibilities

• Customer Engagement: Serve as the primary point of contact for customers, addressing inquiries and providing timely, professional support.
• Contract Review & Order Entry: Accurately review customer contracts and enter sales or purchase orders into the ERP system.
• Order Acknowledgment: Send order confirmations and ensure all order details are correct and clearly communicated.
• Production Coordination: Collaborate with the production team to ensure timely processing and delivery of customer orders.
• Sales Team Collaboration: Work closely with the sales team to align on customer needs, order status, and account updates.
• Top Account Communication: Conduct weekly or bi-weekly calls with key accounts to provide updates, gather feedback, and strengthen relationships.
• Issue Resolution: Apply strong listening and problem-solving skills to resolve customer concerns and offer effective solutions.
• Time Management: Prioritize tasks and manage time efficiently to meet internal and external deadlines.
• Customer Communication: Respond to inquiries and complaints with professionalism and a customer-first mindset.

Qualifications

• Strong verbal and written communication skills.
• Experience working in the manufacturing industry
• Proficiency with ERP systems (experience with Epicor is a plus).
• Excellent critical thinking and problem-solving abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• 5 years customer service or a related field is preferred.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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