Customer Support Representative

Customer Support Representative

The Customer Support Representative (CSR) acts as a liaison between external customers and Perrone's functional departments. The CSR provides product information, responds to inquiries, processes orders and resolves emerging problems that our customers may encounter with dignity, accuracy, and efficiency.
Responsibilities

• Manage communications via Microsoft Outlook, phone, and customer portals to support customer inquiries, provide quotations for house accounts, enter customer orders, provide order acknowledgments, order status, delivery notes/packing slips, material certifications and handle order change requests.
• Liaison with Sales Representatives on their assigned accounts and assist with program management administration.
• Utilize Customer Relationship Management (CRM) database to enter sales leads, customer sample requests, and maintain customer contact information.
• Communicate with business units for lead time, material availability, change orders and order status.
• Ensure customer profiles are current within the Enterprise Resource Planning (ERP) system which contain bill and ship to addresses, buyer contact information, and shipping details.
• Collaborate with Finance Department for customer's credit status and credit card payments.
• Maintain customer files containing shipping documents, invoicing, and material swatches.
• Perform other duties and assignments as directed.

Education/Skills/Experience

• Associates Degree or equivalent customer service experience.
• Well organized, excellent interpersonal skills, effective written communications, and telephone etiquette.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to identify and resolve/escalate problems.
• Microsoft Office proficient, ERP and CRM system experience
• Aviation Industry, SAP system, Sales Force, and international customer service experience desired but not necessary.

Job Type: Full-time

Pay: $ $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person