Customer Service Specialist

The Customer Service Representative position for Grenada, MS and reports to the General Manager - Hyperscale. The CSR will provide an exceptional level of service to Customers related to the ordering and delivery of company products. The CSR must possess effective communication and interpersonal skills to accurately communicate order status and delivery commitments to all levels of the customer organization including management, administration, purchasing, service and production. The incumbent must also be prepared and willing to effectively communicate internal shortcomings to management, particularly where they make us non-competitive.

1. Processing New and/ or Repeat Orders:

A. When orders are received and prior to order entry, the CSR will review and resolve issues such as pricing, delivery request inside normal manufacturing lead time and other issue that may occur. The CSR will process and enter the order. The CSR is responsible to address change order request and inform the customer accordingly.

2. Shipping:

A. The CSR will work with the customer informing them of delays in shipments including but not limited to production problems, purchase parts issues etc. The CSR will monitor order progress throughout the plant and relay this information when required to the customer. The CSR will monitor and relay information to the customer on new ship dates working with the customer on delivering the shipments conforming to the customer's needs, including but not limited to tracking information and any documents required.

3. Scheduling:

A. The CSR is responsible for making schedules weekly for customer, production team, shipping department and logistics company.

4. Record Maintenance:

All relevant documents must be kept in a systematic, organized, and efficient way for quick reference, updating, or evaluation of activity.

Additional duties:

1. Working close with inside logistics and outside logistics.
2. Reporting quality problems to our Quality Department. This includes getting involved with the customer to get the problems corrected to the customer's satisfaction.
3. Resolving invoicing problems.
4. Becoming involved in credit problems.
5. Various internal duties as needed and /or instructed by Supervisor.

In performing these duties, the CSR has contact with the following:

Internal personnel:

1. Has daily contact with customers to support customer's needs.
2. Hasfrequent contact with our purchasing department because of special purchased items required.
3. Has daily contact with manager/supervisor on the shop floor.
4. Has con tact with dispatcher/group leaders on the shop floor.
5. Has daily contact with shipping department.

• High School education or associate degree required.
• 3-5 year experience in Customer Service
• PC proficiency, including Word, Excel, and SAP
• Focus on customer satisfaction