We are looking for a Sr. Customer Service Representative to join a manufacturing organization in Monroe, Ohio in a contract capacity with the potential to become permanent. This role is ideal for a customer-focused individual who can manage order activity, respond to client needs with confidence, and coordinate across teams to deliver a smooth service experience. The position requires strong communication, attention to detail, and a proactive approach to resolving issues from initial request through final completion.
Responsibilities:
- Manage purchase order and lease processing across the company’s product and service offerings with a high level of accuracy and timeliness.
- Respond to inbound customer questions by providing clear information, resolving concerns, and guiding clients to appropriate solutions.
- Coordinate with cross-functional teams to monitor inquiries, orders, and lease requests through each stage of completion.
- Take ownership of customer complaints and service incidents, driving follow-up actions and ensuring issues are fully resolved.
- Maintain a consistent, high-quality customer experience by communicating updates and next steps throughout the service process.
- Track individual performance against established service metrics and work to meet or exceed expectations.
- Participate in required training programs to strengthen product knowledge, service skills, and role-related capabilities.
- Previous experience in customer service or call center support, preferably in a senior-level role.
- Strong ability to handle customer interactions professionally while delivering a high standard of service.
- Proficiency with Windows PC environments and common business applications.
- Excellent verbal and written communication skills with the ability to work effectively across internal teams.
- Demonstrated ability to manage multiple customer requests, orders, and follow-up tasks with strong attention to detail.
- Problem-solving skills with the ability to take ownership of issues and drive them to resolution.
- Familiarity with structured service environments and performance metrics is preferred.