Hybrid Customer Service Representative

at Teknion

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Mount Laurel, United States

About the role

• Customer Service Representative overseeing production orders for Teknion, ensuring timely deliveries and effective customer support. Collaborating across teams to manage workflows and resolve issues effectively.

Responsibilities

• Oversight of Orders through the Manufacturing Process
• Responds to all manufacturing clarification questions in an expeditious manner to ensure orders are not stopped in production.
• Manages delay notifications (DN’s) and escalate when deliverables fall out of established timeline for installation.
• Analyses level of urgency and makes recommendations for additional freight expenditures, obtaining management approval as necessary.
• Ensure delivery schedules are submitted within posted Logistics guideline while negotiating with shipping to meet the dealer’s arrival needs for critical shipments.
• Maintains awareness of Change Orders for potential impact to Delivery Schedules and modify schedules accordingly.
• Provides consulting support on LTL Shipments.
• Monitors all back-orders for timeliness of shipping while determining the level of importance for shipping requirements.
• Provides factual details to management for their engagement on escalation needs.
• Alerts and communicates issues with Teknion Sales when appropriate for project specific orders they are involved with.
• Management of Daily Workflow Reviews Open Order Log weekly to ensure all orders are shipping on time. Research and resolve discrepancies.
• Manages SOKL (Set of Keys Alike) key report and confirm Customer’s Own Materials (COMs) are received.
• Ensures a steady movement of workflow in a shared-team environment department email box.
• Determines and prioritizes urgency levels.
• Demonstrates sound decision-making recommendations.
• Adheres to processes and procedures as guidance to ensure company profitability, while showing flexibility to help solve customer issues.
• Support dealer order-in questions and show guidance to customers on pre-order and/or claim processes.
• Establish backup and cross training for seamless transition during non-planned absences and vacation(s).
• Maintain product knowledge: Review and be familiar with all marketing memos, Attend all product launch training sessions.
• Understand where and how product is produced within the Teknion facilities.
• Supports other departments with suggestions, guidance and assistance on issues not necessarily pertaining to an order associated to the region.
• Prompt, reliable and regular attendance.
• Other duties as assigned.

Requirements

• 3-5 years Customer Service Experience necessary
• Associate’s degree or higher preferred
• Related Industry Experience a plus
• Proficient in the complete Google Suite offering along with Word®, Excel®, Power Point®
• Excellent written & verbal communication skills for diverse audiences
• Ability to analyze and develop alternate solution recommendations
• Detail and Multi-task Oriented
• Team Player