The Customer Service position is responsible for being the primary point of contact for HUI’s customers. The ability to build relationships with customers is the key to the success of this position. There may be times when Customers call us very upset or concerned about a situation and this person needs to be able to address it in a way that gives the customer the confidence that it will be handled effectively.
Responsibilities:
- Cultivate sustainable relationships with customers.
- Anticipate and understand customers’ needs to achieve satisfaction.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Enter new customer information into the system manually or via Electronic Data Interchange (EDI) technology.
- Accurately enter customer orders into ERP system and work with the scheduler to date manage orders.
- Work with production to expedite exiting orders to meet customer expectations.
- Manage several components of the contract review process.
- Potential to cross train and flex to different roles on the Industrial Business Development team.
- Contribute to team effort by accomplishing related results as needed.
- Performs other related duties as assigned.
Requirements
Education/Training:
- Associate or bachelor’s degree in a related field, preferred
- Minimum of 3 years of relevant experience in a customer service-related position
Knowledge/Skills/Abilities:
- Excellent communication skills including active listening.
- Personal qualities of integrity, credibility, and commitment to customer satisfaction
- Proficient computer skills with the ability to learn new software.
- Experience at working both independently and in a team-oriented, collaborative environment
- Ability to effectively prioritize and execute tasks
- Ability to stay organized in a fast-paced environment
- Desire to take risks, be flexible, learn, and grow both personally and professionally
- Ability to problem solve and implement new ideas
Working Environment:
- 90% - Office environment
- 10% - Manufacturing environment; clean, low to moderate noise, safety glasses required and other personal protective equipment where applicable
- Some travel required to meet face-to-face with customers