Customer Service Rep / Order Entry

• 6 – 12 months, temp to hire.
• Monday – Friday, 7 AM – 4 PM. 100% on site.
• Manage the customer experience including processing and entering customer data in an accurate and timely manner; maintaining effective customer, sales and field service employee relationships; and striving for customer satisfaction by resolving issues in the most efficient and effective manner.
• Very customer centric focused role – will be taking customers’ orders and processing.
• Breakdown of job: Handling customers (25%)- on the phone conversing, emailing, etc.. / Processing orders (75%) – must have attention to detail for accuracy when processing orders.
• Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines.
• Respond full circle to requests from customers, sales reps, and service reps.
• Collaborate with other departments to resolve customer issues and align with customers’ needs and requests.
• Maintain appropriate records and documentation in our ERP System.
• Act as an Account advocate by managing and overseeing inquiries that require concierge handling.
• Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• Investigate and resolve billing concerns by tracing shipments, researching price differences, and entering credit memos for approval, quoting special parts prices and following up on credit hold orders in our ERP.
• Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
• Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented.
• Complete and review customer specific reports for accuracy and integrity.
• Recommend ideas which enhance the overall customer experience.

Qualifications:

• Education: High school diploma or GED required.
• Experience: 2 years' experience in customer service. Manufacturing environment is nice to have.
• ERP experience (any system), including order entry and returns.
• MS Word, Outlook, and Excel.

The Fountain Group is a nationwide staffing firm with over 80 Fortune 100-500 clients. Since 2001, TFG has maintained a consistent standard of excellence, and our work is broadly recognized every year through numerous industry performance awards. Our success is a team effort.