Joyce/Dayton · 13 hours ago
Senior Customer Service Representative
Kettering, OH
Full-time
Onsite
Senior Level
5+ years expJoyce/Dayton Corp is seeking a Senior Customer Service Representative responsible for data management and processing of orders. The role involves ensuring a positive company image while interacting with customers and providing support to other team members.
Machinery ManufacturingManufacturing
Responsibilities
Receive incoming phone calls, emails, and faxes and provide services that customers require
Enter key account orders into ERP System including recording prices, shipping information, payment information, maintain customer information and other data related to each transaction
Work directly with customers to resolve issues to the customer's satisfaction (within company guidelines)
Confirm orders, update shipping status and notify customers of any backorder or delivery delays
Work with Sales Operations Manager to coordinate expediting of orders with other departments
Provide assistance and guidance to other Sales Operations team members as needed
Ensure that excellent customer service is provided (i.e. entering orders the same day or N.T.E. 24 hours, reviewing and replying to all emails and voice mail messages within a timely manner, responding to customers in a professional and courteous manner, etc.)
Follow all procedures to ensure proper and consistent pricing
Identify specific activities required to accomplish objectives and priorities to drive desired results and meet deadlines or outside obligations
Assist in developing new initiatives and make recommendations for change, based on proactive and reactive business needs with a focus on improving the communication, response times and the impact to the customer and the employees in the Sales environment
Complete reporting requirements as requested by Sales Operations Manager as related to performance metrics or other measures that foster continuous improvement
Perform related work and additional duties as requested/assigned by management
Qualification
Required
High School Degree or equivalent education required
5+ years of customer service experience required
Computer skills including Google Office Suite (Sheets, Docs, GMail)
A passion for connection and desire to establish rapport with customers by facilitating meaningful conversations that are resolution-oriented and efficient
Ability to handle different types of situations, emotions and conversations driving towards suitable resolutions
A desire for growth and a mindset that generates long term success through adaptability and personal accountability
Exceptional critical and analytical problem-solving skills and a demonstrated ability to interpret a scenario, leverage resources and find an appropriate resolution
Comfortable learning new technology or proprietary platforms and confident navigating multiple systems simultaneously
Preferred
Bachelor's Degree preferred
Company
Joyce/Dayton
Joyce Dayton Corp is a leading manufacturer of jacks, actuators and lifting systems for OEM's worldwide.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2014-05-30Acquired
Leadership Team
Jessica Rowden
Chief Financial Officer
Dianne Trentman
Chief Operating Officer
Recent News
Company data provided by crunchbase