Customer Service Rep in Franklin, WI at Carlisle Interconnect Technologies

Date Posted: 12/3/2019

Job Snapshot

Job Description



Any unsolicited resumes submitted directly to any CIT employee will be deemed a gift. Recruiter/Recruiting Agency forfeits their right to represent submitted candidate upon breach of Company policy.
SUMMARY
The Customer Service Representative is responsible to grow and maintain key accounts in conjunction with Strategic Account Managers and Project Managers. They are instrumental in creating a positive customer experience. Carlisle IT is professionally and responsibly represented in the industry and that our organization meets the expected level of service, responsiveness and quality objectives of the customer. Perform critical program and customer support in order to achieve customer satisfaction.


ESSENTIAL JOB FUNCTIONS

* Develops and maintains customer relationships making 100% customer satisfaction top priority
* Provide customer support via phone and/or email in response to customer inquiries including but not limited to entering RFQ's, orders and RMA's, expediting, and providing product data.
* Pro-actively manage backlog to ensure scheduled deliveries are met.
* Support requests from Account and Product Managers to ensure customer needs are met.
* Interacts with internal departments to ensure customer expectations are communicated and met.
* Performs order entry duties and answers customer order inquiries, working with other internal team members to receive answers as necessary.
* Strives to meet sales target as established in the annual forecast by Sales Manager and Sales Director.
* Proactively follows up on open quotes and projects with key customers.
* Manages Customer Scorecard activity creating action lists for improvement.
* Ability to anticipate issues and work with cross-functional resources for problem resolution.
* Keeps up-to-date knowledge of the industry and accounts.
* Prepares documentation as needed and handle all documents and correspondence professionally and in a timely manner.
* Assists in researching pricing information as needed.
* Attends and participates in Customer Quarterly Business Reviews.
* Continuously acts as voice of customer, making sure expectations are aligned from internal resources to the end-customer, escalating as needed.
* Training and mentorship of other team members as necessary.
* Adheres to all factory safety procedures and guidelines.
* Maintains clean, organized work environment and adheres to all safety standards, procedures and regulations.
* Contributes to team effort in a collaborative and supportive manner.
* Physical demands -- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to continuously use hands to finger, handle or feel, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee may intermittently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

*Other duties as required in support of the department and the company*




QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

* High school diploma or GED required. Prefer a two (2) year degree.
* Minimum one (1) year of related experience in a sales environment with heavy customer interaction; manufacturing environment preferred.

LANGUAGE SKILLS

* Ability to read, write, speak and understand English.
* Excellent written and verbal communication skills. Articulate with use of good grammar skills.

* A team player that can relate to people at all levels of the organization and possesses excellent communication skills with high ethical standards and a positive professional image

JOB SKILLS

* Technical and/or cable and electronic component knowledge desired.
* Knowledge of ERP/CRM systems preferred, prefer SAP experience.
* Proficient in MS Office.
* Excellent verbal and written communication skills.
* Solid critical thinking skills to analyze information and develop creative approaches to problem solving.
* Experience in Lean, Six Sigma, or other continuous improvement is preferred.
* Proven track record of leading successful teams toward a common goal.
* A team player that can relate to people at all levels of the organization and possesses excellent communication skills.
* Ability to be flexible and able to function comfortably in a fast paced, constantly changing and ambiguous environment.
* Ability to read, analyze and interpret technical procedures, or governmental regulations.
* Ability to write business correspondence and procedure manuals.
* Ability to effectively present information and respond to questions from managers, customers, suppliers, and employees.
* Superior ability to escalate tactfully in order to receive acceptable customer resolution.
* Portrays a positive and professional image. Ability to establish relations with a wide range of personalities, cultural backgrounds and educational levels.
* Ability to work with basic mathematical concepts such as percentages, ratios, and proportions to job-related situations.
* Ability to define problems, collect data, establishes facts, and draw valid conclusions.
* Exceptional organization skills, detail-oriented approach and thorough in completing tasks with speed.
* Ability to work professionally and effectively on the telephone, through email, through written correspondence, on a PC and on the Carlisle IT systems.
* Ability to work overtime and flexible hours to meet customer needs.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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