About the role
Customer Service Representative is responsible for providing effective customer service and sales support to all internal and external customers by utilizing in-depth knowledge of company products, processes, and systems. The position is also responsible for working cross-functionally with various departments, in support of targeted initiatives as they relate to overall company performance, as well as providing peer-to-peer support across a variety of subject matters and directly supporting the strategic development of the Customer Service organization.
This Role is located in Concordville, PA and requires a minimum of 3 days in the office.
What you will be doing
- Answer customer requests through phone, email, chat, or customer portals
- Problem Resolution: Address complaints and resolve issues promptly
- Order Management: Generate or modify customer and sample orders, quotes, and expedites. Run reports as instructed.
- Documentation: Record customer interactions and maintain detailed logs in Salesforce and SAP.
- Process returns, Quality Notification, or exchange orders
- Case Management: Case sorting, supporting others dashes in times of high volume, supporting case queues.
- Coordinate with teams for advanced support
- Handles daily responsibilities according to function and seeks additional responsibilities. Identifies issues and suggests process improvements. Able to work with the leadership team and update individual priorities to meet changing needs of the customer and the department.
- Develops effective working relationships with team members and other internal departments.
- Uses active listening skills to comprehensively understand customer concerns
- Other duties may be assigned according to business needs.
Schedule
8:00am-4:30pm Rotating 8:30am-5:00pm EST
Monday-Friday. Overtime hours, including evenings or weekends, may be required according to business needs
How you will be making an impact
Southco people are engineers, innovators and optimists who are energized and inspired every day to solve our customers’ challenges. Southco associates enjoy an excellent work/life balance, globally competitive compensation, and local and global connections with colleagues around the world who share the same vision and passion for their work.
About you
- 0-3 years of experience, preferably in a technical sale or service-oriented role.
- Must be computer literate and display excellent written/verbal communication and demonstrate interpersonal skills while communicating with internal and external customers.
- Technical aptitude and critical thinking skills are required.
- Ability to thrive in a fast-paced work environment and handle multiple tasks at once - must be highly organized.
- Ability to manage time effectively and prioritize tasks.
- Experience using SAP, SalesForce, and Microsoft Office are preferred.
- Must be able to work in the office in Concordville, PA at minimum 3 days per week.
How will we reward you
Southco provides a comprehensive and competitive benefits program. A few highlights include medical, dental and vision programs for you and your eligible dependents.
- Competitive pay and development opportunities
- 10 company holidays, 2 floating holidays, 3 weeks of Paid Time Off to start with regular increases based on years of service
- Health benefits for you and your dependents will become effective on your start date
- Company-paid short and long term disability, life insurance, and mental health resources
- Exceptional retirement savings programs:
- 401(k) Plan with 15 core fund options plus other allocation options
- Company match of $.50 on the dollar up to 6% of your total contributions up to applicable IRS limits, and a 2% company-paid contribution on your total compensation
- Company provided retirement income via Employee Stock Ownership Plan (ESOP), an opportunity to share in the success of the Company
Southco is an equal opportunity employer. Accordingly, Southco will not discriminate against any employee or applicant for employment on the basis of age, sex, race, color, veteran status, sexual orientation, national origin, religion, disability, or other protected status recognized by state or local law. Southco will be guided by this policy in all areas of concern to employees, including recruitment, hiring and discipline.