Job Description

Job Title

Customer Service Representative

Reports To

Customer Service Manager

Summary

The primary role of our Customer Service team is to assist Worldwide Foam to meet and exceed the customer's expectations. Customer Service Representatives assist our customer base with complaints and questions, give customers information about products and services, take orders, and process returns. This role is a mix of customer account management and accurate data entry within the company ERP system. CSRs deliver excellent service to ensure a positive experience for everyone.

Essential Functions

Data entry for sales orders and quotes integrated into NetSuite (ERP).
- Able to read and decipher customer POs
- Able to accurately enter data into ERP
Respond promptly to customer inquiries both via email and telephone.
Able to handle complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
Maintain a positive, empathetic, and professional attitude towards customers always.
Process foam sample requests into NetSuite (ERP).
Ability to use a variety of Worldwide Foam resources so questions can be answered accurately.
Communicate and coordinate with co-workers when necessary.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Competencies

Strong verbal and written communication skills.
Ability to reach out to talk to customers to ensure their needs are fully understood and met.
Positive attitude and resilience.
Critical thinking and problem-solving.
High attention to detail and accuracy.

Work environment

Work is performed in a standard office environment.

Physical Demands

Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment.

Supervisory Responsibilities

None

Travel required

None

Required education and experience

High school diploma or G.E.D. equivalent.
2-3 years of experience in a similar position interacting with customers and maintaining accurate and up-to-date customer information.
Knowledge of standard office equipment and procedures, superior grammar, spelling, and punctuation.
Ability to work independently and efficiently with little or no supervision.
Ability to perform arithmetic calculations involving fractions, decimals, and percentages

Preferred education and experience

Manufacturing and Industrial experience preferred.
ISO Experience a plus
Preferred prior experience with utilizing an ERP for day-to-day.

Affirmative Action/EEO Statement

Worldwide Foam is committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, disability, or if you're parenting the next generation of innovators. We firmly believe that our work is at its best when everyone feels free to be their most authentic self.

Schedule