Customer Service Representative

Purpose:

Support Architectural Glass North America’s (AGNA) Domestic and Export Sales by providing the highest level of Customer Service and promote AGNA’s Customer First culture by communicating effectively, professionally, and in a timely manner to all internal and external contacts

Essential Functions:

• Efficient entry of orders received via phone, fax, e-mail and e-commerce, inclusive of creating deliveries and shipments
• Minimize freight costs by ensuring loads are assigned and ship from the appropriate AGNA plant
• Process customer returns, imports, and unloads
• Process any change orders
• Handling routine inquiries from external and internal customers
• Effective, timely and professional communication, both verbal and written
• Coordination with production scheduling to identify issues which can impact fulfillment of customer orders
• Provide order status to customers and sales management
• Develop broad knowledge of NSG NA’s product line in order to handle general questions and offer recommendations and solutions
• Review and comply with Letters of Credit terms including the identification and management of potential discrepancies
• Assist in processing claims
• Mastering the SAP order processing software and the EDI electronic data interchange system as well as web-based CSR Team Portals i.e.: eCommerce
• Conduct customer surveys through daily interaction with customers.
• Offline cutting scheduling
• Inventory verification and aged inventory management
• Support other CSR’s as needed
• Work closely with shipping and carriers
• Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
• Other duties as assigned by manager

Competencies:

• Customer Focused
• Strategic Thinking
• Decision making

Qualifications Required:

• Bachelor’s degree in business or related field
• Knowledge of relevant computer applications to include Microsoft Excel
• Ability to work as a team with all sales and manufacturing personnel.
• Excellent organizational and interpersonal abilities.
• Excellent verbal and written communication skills.
• Knowledge of customer service principles and practices
• Customer focus, adaptability, resilience and a high energy level
• Results oriented and capable of achieving results in a matrix environment 

• Possess demonstrated teamwork and systems development skills

Qualifications Desired:

• Previous experience in a customer service role
• SAP Experience
• Listening skills
• Problem analysis and problem-solving capabilities
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation

Accomodations will be made available for eligible job seekers

Tagged as: Customer Service Representative