Customer Service Representative Job at CommScope (Shakopee)

Job Description

The Customer Service Representative is responsible for cultivating customer relationships for current/potential customers by utilizing excellent and developing knowledge of Cable Exchange products, capabilities, as well as CRM processes, and procedures. Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices. This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding, and coordinating alternative materials as necessary, and in general any aspect of meeting customers’ needs

Job Responsibility

Follow developed procedures pertinent to the effective and efficient operations of Customer Service and develops new procedures as necessary
Monitor 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 participating 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 status
Act as a resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling
Assist in resolving customer disputes by preparing or assembling supporting documentation
Develop knowledge of Cable Exchange and relevant CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organizations
Provide customers with product literature and documentation when necessary or appropriate
Report and manage daily sales/production reports and metrics
Perform various functions involving order management such as handling inbound/outbound calls to and from customers, business partners, and sales organizations regarding order entry, order confirmations, order acknowledgments, order change notifications, and website inquiries, among other incidental tasks and duties
Provide support and backup assistance to peers
Communicate with the Sales and Planning 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 appreciation
Perform other duties assigned and unassigned that are required by the needs of the business
Participate in ongoing 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
Support and participate in overall business development activities of the company
Develop, update, and improve communication methods and tools