Careers

Position:    Customer Service Representative
Shift:          8am-4:30pm
Location:   The Specialty Mfg. Co. – White Bear Lake, MN

Position Description:

• The customer service representative is responsible for building and sustaining relationships with customers through trust and open and interactive communication. Must act as a liaison by providing company product/services information, managing customer orders, answering questions, and resolving any emerging problems that our customer accounts might face, with accuracy and efficiency. 
• Work with minimal supervision.
• Nonexempt position that reports to the Customer Service Manager

Duties and Responsibilities: (Not limited to the following)

• Enter orders and manage accounts in designated territory.
• Support sales and business development initiatives.
• Resolve billing issues.
• Prepare and send quotes to customers as well as potential customers.
• Resolve product or service problems, troubleshooting as necessary, and escalating or expediting to ensure a prompt resolution.
• Provide product or service information to existing as well as potential customers.
• Keep records of customer interactions, process customer accounts, and update customer records, as necessary.
• Ability to gain knowledge of and understanding of company’s products and services.
• Work with price lists, credits, debits, and freight disputes.
• Primary point of contact for customers. Communicate with sales, accounts receivable, production, quality, and shipping to ensure customer’s requirements are met, and to resolve customer complaints.
• Notify customers of manufacturing delays affecting ship dates.
• Use technical knowledge to troubleshoot products in pool division.
• Any other duties as assigned by management.
• Works in office.
• Work must be performed on site during normal SMC business hours.

Knowledge / Skills / Abilities:

• Strong interpersonal, verbal, problem solving, and written communication skills.
• Attention to detail.
• Ability to multi-task, prioritize, and manage time effectively
• Basic understanding of business math principles.
• Strong organizational skills.
• Computer literacy on company supported programs – Microsoft Office, EIP system.
• Customer orientation and ability to adapt/respond to diverse types of personalities, and the ability to de-escalate potential upset customers.

Education and Experience:

• High School diploma or GED required. (Associate Degree or equivalent experience and/or training; or equivalent combination of education and experience.)
• 1-2 years office experience.