Customer Service Representative
Scholle Corporation - Northlake, IL

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Summary: The Customer Service Representative is responsible for maintaining assigned customer accounts, timely responses to customer inquiries, and satisfactory resolution of outstanding issues.

Duties and Responsibilities:
The following duties and responsibilities are representative. Other duties may be assigned.
  • Maintain assigned key accounts to deliver exceptional service and grow the business.
    - Cross-sale appropriate solutions to add value to assigned customers
    - Partner with Product Line Managers to ensure pricing and target margins.
    - Generate and monitor trial requests to provide best-in-class service.
    - Explore all aspects of customer need to complete product data sheet.

  • Respond to customer communications by phone or email to deliver exceptional customer service.
  • Probe customers with questions to identify and define opportunities.
  • Quote charges to customers for goods and services based on approved pricing structure.
  • Process purchase orders for delivery.
  • Coordinate with Scheduling, Manufacturing, Shipping, and Traffic departments to execute timely deliveries.
  • Work with Product Managers & Tech Support for product offering streamlining
  • Collect and identify order discrepancies, customer complaints, and business opportunities to resolve issues and better address challenges.
  • Enter, correct, and compile customer account profiles in database to track customer trends and company information.
  • Manage ECO (Engineering Change Order) process for new product data entry.
  • Provide internal stakeholders customer status updates to improve processing of customer orders.
  • Refer customers when necessary to Inside Sales Representatives to address additional customer needs.
  • Run monthly reports to track customer account status.
  • Report monthly sales activity and industry intelligence to Commercial teams for industry analysis.
  • Track departmental metrics to measure success and identify areas for improvement.
Key Competencies:
  • Account Planning
  • Customer Scorecard
  • Order Management
  • Transactional Sales Strategy
  • Sales Process
Qualifications:
  • Bachelor’s degree from an accredited four-year institution required.
  • Bi-lingual (French, Spanish) preferred.
  • Proficiency with Microsoft Word and Microsoft Excel.
  • Familiarity with enterprise resource planning (ERP) systems preferred.
  • Proficiency with the Baan ERP system preferred.

Scholle Corporation - 2 years ago - save job
About this company
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Scholle is the performance packaging ally for the world’s most valuable brands. We are driven to pioneer creative solutions backed by...