Customer Service Representative

Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family!

Charter Dura-Bar is seeking a Customer Service Representative in Woodstock, IL!

*This is a hybrid position - 3 days working in the office and 2 days working from home*

This key role will act as a liaison between the customers and the manufacturing operation to ensure accurate and timely delivery of orders and maintain customer satisfaction. The Customer Service Representative will understand the product offerings and pricing policy, follow up on leads and quotes, manage inventory levels for applicable customer programs, and support shipping requirements.

What you'll need:

• Associate’s Degree or equivalent years of experience.
• One plus years’ experience in customer service, inside sales, or customer support role.
• Ability to organize and prioritize requests made from internal and external customers.
• Ability to solve problems and make sound decisions within set parameters.
• Excellent verbal and written communication skills requiring tact and discretion.
• Experience working in teams as a leader and as a member.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Ability to take initiative and work independently.
• Strong analytical skills to gather data from multiple sources and report findings.
• Strong interpersonal and relationship building skills.
• Proficiency with basic features of Microsoft Office software products (Word, Excel).

What we'd prefer:

• Bachelor’s Degree or an equivalent combination of education and experience.
• Three to five years’ external customer experience.
• Previous related industry experience in customer service, inside sales, or customer support role.
• Ability to understand and navigate effectively through an ERP system, query software, and customer portals.
• Experience in analysis/reporting.
• Proficiency with advanced features of Microsoft Office software products (Word, Excel).

What you'll do:

• Provide the highest level of service to accommodate customer’s needs.
• Develop strong working relationships and collaborate/work with other functional areas of the business to meet customer requirements.
• Proactively support the entire customer order/demand management process and monitor customer systems and maintain accurate information in the system for quotations, inquiries, orders, forecasts, inventory levels, lead-times, shipments, and invoices.
• Coordinate the entire flow of orders through all functional areas. Keep all departments apprised of changes.
• Develop a strong working relationship with Field Sales to cohesively manage customer relationships.
• Communicate directly with customers to coordinate changes in demand and track activities. Relate all issues that impact their orders.
• Work closely with external customers to manage their inventory levels.
• Resolve customer concerns and issues.
• Maintain customer contract and pricing information in compliance with policy and standard procedures.
• Once product is released, coordinate shipments with traffic/logistics department to ensure material is delivered on time.
• Develop a working knowledge the business’s manufacturing capabilities and product offerings.
• Actively participate on teams and in meetings to ensure processes and procedures are continuously improving.

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