Customer Service Representative

Job Summary Seeking an experienced Customer Service Representative who will ensure a timely and professional level of customer service is provided to both customers and interdepartmentally. This role will work in partnership with Design, Production, Sales, Accounting, Quality, and Purchasing to ensure customer requirements are met and performance goals are achieved or exceeded. CSR will be in an office setting housed within an Industrial Packaging Fabrication & Manufacturing facility. Key Responsibility Areas: 1. Customer Support 2. Quote/Order/Issues Processing 3. Cross Functional Support (interdepartmental) Responsibilities: - Answer inbound phone calls and emails. Take action and/or forward to appropriate LPC representative for action. Ticket all meaningful activities in CRM and annotate email traffic with same ticket number. - Respond to and process incoming emails containing quote requests, orders, or inquiries. Ticket all activity in CRM. Provide rapid responses (within published target hours for defined CRM ticket categories) to ensure high customer satisfaction. This may include collaboration with customers to obtain additional details or resolve issues. - Update customers promptly when delays to orders occur; when confirmed due dates are in jeopardy or at risk. - Conduct business in a professional manner exhibiting positive conduct and behavior in both phone call and email interactions. Obtain appropriate level of detail to facilitate processing of any quotes/orders/inquiries. - Process all quotes, orders, and issues within 24hrs of receipt. This includes vetting opportunities through Sales when needed and obtaining clarifying information as needed. Utilize ERP system (SAGE) to process quotes and book orders. Minimum Educational Qualifications: - High school graduate (must speak and write English well) Minimum Previous Experience: · 2+ years successful as a CSR · Strong attention to detail · Self-motivated contributor who can take direction and also work independently · Team player and motivator—can get the best out of the team Other Skills: · Ability to communicate in Spanish a plus, but not required · Computer capability (Microsoft Outlook, ERP & CRM experience a plus) If you are passionate about outstanding customer support, have a keen eye for detail, and thrive in a team-oriented setting, we encourage you to apply for the Customer Service Representative position. Job Type: Full-time Pay: $26.00 - $29.00 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Ability to Commute: • Milpitas, CA 95035 (Required) Ability to Relocate: • Milpitas, CA 95035: Relocate before starting work (Required) Work Location: In person