About the role

Ensure customer satisfaction through the accurate and timely processing of orders, fielding of customer inquiries, and professional communication over phone and email.  Collaborate with managers, plant supervisors, and other employees to process orders, determine shipping lead times, and find answers to customer inquiries

Perform all duties in accordance with our mission to provide the finest quality innovative mounting solutions, ensure consumer satisfaction by providing superior customer service.  Employees are expected to demonstrate consistent attendance, a high level of safety, quality consciousness, an attitude of continuous improvement, attention to the cleanliness of the shop and buildings and the ability to work as a team in your department and company-wide.

What you will be doing

• Process accurate customer orders received by telephone, fax, web and email into ERP system
• Answer inbound calls and customer inquiries
• Put customers at ease and make them feel confident and with the ICW representative on the telephone
• Analyze customer information and match it to the appropriate ICW product
• Be patient with telephone customers requests
• Assist customers with technical questions
• Verify all customer order information to ensure accuracy
• Ensure that the customer is completely satisfied before ending the call.  This applies to anything from closing an order to solving a customer complaint.
• Assist customers with basic questions, refer more technical questions to appropriate staff
• Provide a high level of customer service, which in turn creates a high level of customer satisfaction
• Communicate regularly with other sales team members
• Seek input and direction from Sales Lead or Sales Manager
• Process accurate customer return material authorizations
• Print and mail daily invoices and credit memos
• Maintain excellent communication with other department managers and staff
• Consistently work on process improvement
• Maintain safe and clean working environment by complying with company policies and procedures
• Contribute to team effort by accomplishing related results as needed
• Other duties as assigned

About you

Education: High School Diploma or GED

Experience: Six months related experience, experience in assembly, telephone service and data entry for computers preferred.  

Skills/Abilities: Effectively communicate, verbally and in writing, with personnel in all departments.  Computer literacy is necessary.  Excellent customer service and organizational skills are required.

How will we reward you

• Competitive base pay  
• Generous time off – starting at 3 weeks of annualized PTO (first year is prorated based on start date), 9 company holidays plus 2 floating holidays 
• 401(k) Savings and Investment Plan – Company makes automatic 2% contribution of eligible pay plus matching contributions of 50% up to the first 6% of eligible pay you contribute.  
• Medical, Dental, Vision, Flexible Spending and Health Savings Accounts (HSA) beginning first day of employment; company funds a portion of HSA for high deductible health plans 
• Company paid Life & Disability Insurance including: Short term, Long Term, and Life 
• Great Tuition Reimbursement program to support undergraduate or graduate programs available to all employees