Customer Service Representative

The Customer Service Representative reports to and operates under the direct supervision of the Director of Sales Support and Fulfillment. This position is responsible for acting as a liaison between our customers, outside personnel, and manufacturing by providing accurate and timely information regarding orders, inquires, and complaints.

As our Customer Service Representative, you will be part of a well-established team with a great deal of longevity, and provide unparalleled service that builds lasting and trusted relationships with our customers. You will serve as a single point of contact for customers to ensure a consistent service experience and will be responsible for the completion of customer orders from start to finish with accuracy. You will work to grow customer relationships with a long-term perspective.

The Customer Service Representative will identify and implement opportunities to provide an “above and beyond” customer service experience, thereby increasing customer satisfaction and confidence. As this is a manufacturing facility, our ability to get customers’ business often depends on your ability to quickly and efficiently provide them with just the right solutions. You will also occasionally have hands-on duties that will require product aptitude.

This is a great starting point from which to grow toward a sales or management career. If you enjoy the challenge of finding just the right part or the right solution to fulfill a customer’s needs, and you have the background we are looking for, we want to talk with you!

Requirements

Our Customer Service Representatives are self-motivated and driven by a desire to exceed expectations. They have strong prioritization and multitasking skills, a sense of urgency, and display excellent verbal and written communication. Interpersonal skills and the ability to establish rapport, build solid relationships with a wide variety of customers are critical.

Competencies

Essential Duties and Tasks of the Job:

  • Customer Service – Manages all Customer inquiries; responds promptly to Customer needs; solicits Customer feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Problem Solving – Identifies and resolves problems on a timely basis; gathers and analyzes information; develops solutions; uses reason.
  • Verbal as well as email Communication – Speaks clearly and persuasively; listens and gets clarification when necessary; responds informatively to questions.
  • Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; works with others during times of lighter workload to enhance skill set and assist others as needed; sets goals and objectives.
  • Professionalism – Approaches others in a polite and tactful manner; maintains composure and reacts well under pressure; treats others with respect and consideration; follows through on commitments.
  • Ability to facilitate process improvements in the supply chain.
  • Develop and maintain strong business relationships with Customers and Suppliers.
  • Ability to present oneself as well as the company in a professional manner.
  • Attention to detail.
  • Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
  • Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
  • Proactive; exercises sound judgment and decision making; able to identify problems and needs and develop solutions and/or options.
  • Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.
  • KEY ACCOUNTABILITIES:

  • Assist in growing our customer base by providing excellent customer service.
  • Facilitate general customer service and order processing duties through inbound requests via phone and email.
  • Work with customers and internal team members to prepare questions for new orders and keep all parties abreast of changes or issues.
  • Maintains the highest standards of customer service by immediately attending to and resolving customer issues.
  • Work cross-departmentally with Sales, Customer Service, and Order Fulfillment to resolve open issues within the order process.
  • Manage multiple customer purchase orders, keep track of lead times and pricing updates.
  • Collect, maintain and organize customer records as part of ERP system.
  • Provides information to Customers including quotes, order status, and price updates.
  • Ensures all orders are processed and fulfilled accurately and efficiently.
  • Coordinates internally with other departments to support Customer requests (Purchasing, Production, Sales Teams, etc.).
  • Processes claims and disputes as appropriate.
  • Adheres to consistent procedures and guidelines.
  • Maintains data to ensure accessibility by all team members.
  • SUCCESS FACTORS:

  • 4+ years of experience as a Customer Service Representative, preferably in the Manufacturing industry.
  • Associate’s or bachelor’s degree preferred.
  • Proven success at building rapport and working with high-performance teams.
  • Productive customer relationships through effective communication.
  • Critical thinker to envision and implement process improvements.
  • Demonstrates great attention to detail; must be well-organized.
  • Excels in a team-oriented environment.
  • Versatile, confident, and a disciplined work ethic.
  • Competency in basic computer skills (MS Office, Outlook, etc.).
  • COMPENSATION AND BENEFITS:

    At Universal woods, it’s the people that make the UW purpose possible. And we invest in them by offering exceptional benefits like:

  • Competitive salary
  • Profit-sharing plan (2% of annual salary)
  • Company 401(k) with matching contributions (50% of first 6% contribution matched)
  • Employee Assistance Program (EAP)
  • Tuition assistance
  • Medical, prescription, dental & vision insurance
  • Vacation time & paid holidays
  • Short and long-term disability insurance
  • Health & wellness program
  • Flexible schedule
  • This position is based in Louisville, KY
  • The Company: Universal Woods

    Universal Woods is a manufacturer of coated hard substrates used in graphics and mezzanine decking applications. The Company serves two primary segments: (i) Sublimation, for which it supplies coated aluminum, wood, and other substrates that are to apply images through sublimation printing; and (ii) Cornerstone Wood Products (“CSWP”), for which it manufactures coated, engineered wood for warehouse mezzanine decking.

    UW is headquartered in Louisville, KY with additional facilities and operations in Ohio, Belgium, and Australia.

    Send Resume and cover letter to:

    ATTN: Customer Service Representative Human.Resources@universalwoods.com

    Universal Woods, LLC is an equal employment opportunity employer.