What are the responsibilities and job description for the Customer Service Representative - Manufacturing position at Merchants Metals LLC?
Description
About Merchants Metals
We’re one of the largest manufacturers and distributors of fence systems in North America. With 35 distribution center locations, four manufacturing facilities, and a 60-year legacy of providing quality fencing and accessories, Merchants Metals continues to be the contractor and architect choice for excellence. Our complete line of products includes perimeter security solutions for industrial, commercial, and residential applications.
Why Join the Merchants Metals Team?
Our core values are in seven basic principles: Safety, Integrity, Accountability, Passion, Transparency, Empowerment, and Teamwork. Our employees are part of a culture that values and promotes personal growth and development. We understand that to be a market leader; we must be committed not only to our products but also to our people. We are committed to growing our employees and want our people to feel their time with Merchants Metals is an investment in their future. It’s our talent that helps make Merchants Metals the first name in fence solutions.
POSITION SUMMARY:
The Customer Service Representative (CSR) is the link between the distribution division and the manufacturing plant. Responsibilities include having proper and constant communication to (mostly) internal customers, providing them with delivery dates and production updates, building and scheduling recurrent or special deliveries, and invoicing.
RESPONSIBILITIES:
- Receive, process, and verify the accuracy of orders from customers utilizing the customer purchase order process and internal ERP system(s)
- Schedule and confirm shipping quantities and dates with freight carriers and customers.
- Initiate response and action to requests and inquiries from customers and branch/regional offices to resolve order-related issues, including change orders, order maintenance, shipping, and delivery, and updates to customer files making sure to communicate changes to appropriate personnel/departments in a timely.
- Communicate and provide feedback on customer complaints regarding quantity, quality, shipping delays, etc.
- Use internal systems and data to research and resolve difficult customer service situations in a calm and efficient manner
- Identify and introduce new ideas and solutions to increase the customer service department's accuracy, efficiency, and responsiveness.
- Perform other related duties as assigned.
Requirements
REQUIRED EDUCATION AND EXPERIENCE:
- High school diploma or equivalent, College a plus.
- 3 years of customer service experience, including order entry, status, inbound and outbound calling, follow up on quotes and orders
- Experience in shipping and/or receiving in manufacturing, environmental, industrial, or warehouse environment(s)
- Possess a guest service mentality and has a genuine desire to serve the customer.
- Self-starter who works independently and is self-motivated.
- Strong organizational skills with the ability to manage multiple projects and timelines with a sense of urgency.
- Process-driven, well-organized, and detail-oriented.
- Strong interpersonal and leadership skills with decisive decision-making abilities
- Data analysis/problem-solving abilities
- Advanced MS Office, Word, and Excel. Experience using ERP systems for order entry and management, creating picking and bill of Landing documents, invoices, etc.
- Strong verbal and written fluency in English
- Schedule availability (on-call some weekends).
- This is an on-site position working in an open-concept office; flexible to allow remote work occasionally.
- Subject to prolonged periods sitting at a desk and working on a computer
We’ve got you covered.
Merchant Metals employees give a lot, and we offer benefits that fit their needs. We provide industry-leading coverage and benefits to our people and their qualified family members, including:
- Medical, Dental, and Vision coverage for Employees, Spouses, Dependents &/or entire Family
- Company Paid Life Insurance and Short/Long-Term Disability Insurance
- Convenient 24/7 Doctor Visits through LiveHealth Online
- Legal Assistance via Legal Shield
- Employee Assistance Program
- Identify Theft Protection
- Access Perks – Discounts on products and services with companies nationwide.
- 401k Retirement Program with a strong company match
In addition to the benefits program, Merchant Metals also provides employees with a competitive wage, career advancement, and training opportunities.
Compensation for this role is $40,000 to $60,000 annually DOE
Salary : $40,000 - $60,000
