Job Description

We are seeking a Customer Service Representative to join the Polyglass family! This position will be fully on-site at our Deerfield Beach, FL Corporate Headquarters.

Position Summary:

Responsible for the timely and accurate processing of customer orders and for providing effective verbal and written communications with internal and external customers to support product selection, demand, and order fulfillment activities. Position reports to the National Customer Service Manager and provides very close liaison with the following departments: Sales, R&D, Production/Shipping & Receiving, Transportation, and Purchasing

What You Get To Do:

• Enter and manage customer orders, sample requests, demo requests, credit, and debit memos in AS-400.
• Act as the first point of contact for our customers and sales staff, including but not limited to: basic troubleshooting response and follow-up, providing technical data sheets/documentation, etc.
• Provide the input and assistance required to accurately and timely process, update the Customer Claims Tracker and Claims/RMA forms as needed, investigate, and resolve customer satisfaction issues.
• Provides support for avoiding and eliminating aging and aged Finished Goods Inventory.
• Assure that all internal/external inquiries are directed to the appropriate personnel for timely action. This includes inquiries from customers, sales representatives, management, etc.
• Manage customer accounts professionally and efficiently.
• Promote a proactive approach with customers to help reduce inventory levels, accounts receivable, and customer complaints.
• Partner with the National Customer Service Manager to continuously improve the effectiveness of the Customer Service Department.
• Promote the quality system through adhering to the elements of and being familiar with the philosophy, quality statement, quality manual, and procedures.
• Manage sales solicitation of customer base, including existing accounts, dormant accounts, and potential new customers.
• Determine customer satisfaction through the observation of daily communication and customer claims.
• Supply quotes to Field Sales and to our customer base upon request.
• Performs other duties as required

What You Bring To The Team:

• High School Diploma or GED required.
• Proficiency with Microsoft Office 365 Suite, including Outlook, Word, Excel, PowerPoint, and Teams.
• Minimum of two years of industry experience or any equivalent combination of related training and experience.
• Minimum of two (2) years’ experience as a Customer Service Representative.
• AS-400 or other CRM enterprise-wide system experience strongly preferred.
• Bachelor’s degree from a four-year college or university or the equivalent preferred.
• Inside sales experience preferred

Take a look at why so many of our team members continue their careers with Mapei-Polyglass!

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