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Customer Service Representative at CommScope Inc. in Catawba, NC

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Description

JOB SUMMARY:

The Customer Service Representative (CSR) is primarily responsible for cultivating customer relationships with current/potential CommScope customers by utilizing in-depth knowledge of CommScope products, capabilities, systems and procedures.   The CSR will be accountable for customer service as related to managing customer orders from the point of quotation up to and including the time the order ships and invoices.   This may include, but is not limited to, product selection, quote generation, order input, order scheduling, expediting, tracking, finding and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs.  

 

DUTIES AND RESPONSIBILITES:

  • Follows developed procedures pertinent to the effective and efficient operations of Customer Service, develops new procedures as necessary
  • Monitors programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participates in the development of same
  • Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and current status.
  • Acts as resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling
  • Assist the Customer Financial Services and Quality organizations in resolving customer disputes by preparing or assembling supporting documentation
  • Develop a thorough knowledge of all CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organization
  • Provide customers with product literature and documentation when necessary or appropriate
  • Report and manage daily sales and production metrics
  • Perform various functions involving order management such as handling inbound/outbound calls with customers, business partners, and the sales organizations regarding: quotations, order entry, order confirmations, order acknowledgements, order change notifications, and website inquiries, among other incidental tasks and duties
  • Provide support and back up assistance to peers
  • Communicate with the Materials Management and Operating organization to anticipate projects, completion timetables, and potential scheduling issues
  • Set customer expectations and priorities for the supply chain (not just expedites)
  • Identify opportunities to improve efficiency and enhance customer satisfaction and appreciations
  • Perform other duties assigned and unassigned that are required by the needs of the business
  • Provide sales lead information to appropriate sales representative and follow-up as appropriate
  • After assisting the customers’ initial need, probe for additional sales opportunities and refer to other sales representatives, as may be appropriate
  • Support quality and warranty process as needed
  • Guide customer to higher revenue and margin products, as appropriate
  • Participate in on-going product, process, and business skills training
  • Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over time
  • Work with sales to develop and participate in training meetings
  • Supports and participates overall business development activities of company
  • Develops, updates and improves communication methods and tools

 

Examples of General Tasks Related to Customer Service Responsibilities including but not limited to:

1. Customer Service:

  • Product selection, pre-sale support and quotation creation.
  • Order entry and order management
  • Providing pricing, order status and availability;
  • Provide support for complaint processing;
  • "Do the customer's job for them;
  • " Work with Customers, Sales Team, and PLM to develop a better understanding of our products and their place in meeting customer needs;
  • Work as intermediary representing Customers, Sales Team, PS&M, and members of the Technical Staff to provide guidance service expectations and requirements to the Supply Chain on a timely and accurate basis – be the Customer’s advocate.

2. Sales Support:

  • Provide any support required by the Sales Team to facilitate order management and fulfillment;
  • Provide trade publication information;
  • Assist with updating product information sheets and product manuals.
  • Ability to travel as required (`5%, domestic)

 

QUALIFICATIONS:

  • A completed Associate's Degree in Business, Communication or related field with a minimum of five (5) years relevant experience required. A completed Bachelor's degree in Business, Communication or related field with a minimum of two (2) years relevant experience preferred.
  • Minimum of 2 years’ experience in a customer support role – Business to Business environment strongly preferred
  • Outstanding oral and clear, concise written communication skills required
  • Working knowledge of Microsoft Office (Outlook, Excel, PowerPoint, Word.)
  • Basic manufacturing business process knowledge preferred Must be detail-oriented, able to multi-task

 

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