IPS Corporation
Customer Service Representative
IPS Corporation, Durham, North Carolina, United States, 27703
Job Title:
Customer Service Representative Location:
IPS Adhesives - Durham, NC
ABOUT THE COMPANY
IPS Adhesives is a global supplier of adhesive and related solutions to a wide variety of markets. For over 65 years, IPS Adhesives has invested in product innovation, that provides specialized bonding solutions that are shaping the future of leading-edge assembly and construction design. Our brands are trusted worldwide by kitchen, bedroom and bathroom fitters, sign and display assembly operations, structural partners working in transportation, construction, boat building and more. Through these innovative performance and environmentally conscious-led solutions, we believe we can also help improve the lives of people working in these industries for generations to come.
IPS Adhesives wants to Inspire its People to Succeed by engaging dynamic, collaborative and safety conscious team members to join our growing business. We are looking for a talented, "act-like-an-owner" team member to help drive our business, starting with the voice of the customer and closing with extraordinary service and value.
For more information visit www.ipsadhesives.com.
SUMMARY Executes general customer support duties, handling incoming orders, customer inquiries related to pricing, current orders and order status, lot numbers, and shipping and quality issues. In addition, the position requires continual, proactive communication and coordination with Sales, Production/Scheduling and Quality Control departments. The individual is responsible for ensuring outstanding customer service to both internal and external customers, clearly communicating customer needs to internal colleagues, and following up with customers in a timely manner. The work involves the execution of specific instructions and procedures and typically comprises a complete segment of work, such us order processing, order acknowledgement, and shipping confirmation. The quality of work and customer service affects the quality, internal and external customer satisfaction, and on-time delivery metrics.
ESSENTIAL JOB FUNCTIONS & DUTIES Order entry the same day of order receipt; order acknowledgements to customers within 24 hours of receipt of the purchase order. Prepare product/shipping documents, certificates, MSDS, Data Sheets etc. as needed Process sample orders and follow up with the RSM to communicate shipment information Receive incoming telephone calls and return calls to customers and colleagues promptly Respond to inquiries about pricing, order status, lot numbers and product availability on the same day the inquiry is received. If an inquiry comes in after 4:00 PM EST, a response to the customer should occur the first thing the following business morning. Receive and log customer complaints in the CRM system, communicate complaints/inquiries to the appropriate RSM (regional sales manager) and internal QESH (quality, environmental, safety, and health) group to handle Process purchase orders, follow-up on payments, credits and PO status. Issue Return Materials Authorization (RMA) and ensure that proper DOA (delegation of authority) is followed for RMA (return materials authorization) approval, process and provide credit memos to customers related to approved RMAs Process credit memos for Sales Goodwill; provide credit memos to customers Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual Proactively communicate customer inquiries to the appropriate, responsible RSM Maintain positive attitude and demonstrate professional behavior with internal and external customers Be an advocate for the VOC (voice of the customer) with internal commercial and operations team Field customer inquiries and when specific technical product information is requested by the customer, pass along to the appropriate technical services team (Assembly Adhesives inquiries go to the technical team in California, Structural and Arjay inquiries go to the technical service team in Durham) Follow all safety guidelines for a safe work environment. Report any unsafe working conditions or behaviors to the appropriate safety manager, Director of Sales & Marketing, or VP of Operations • Coordinate freight carriers for shipping domestic and international orders Prepare sales and usage reports for direct customers, as needed by the commercial team. Submits new account forms to ERP system manager / Accounting for account set up; proactively follows up on getting new account set up in a timely manner. Communicates new account set up completion to the appropriate RSM. Resolves 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. Routinely contributes VOC to the commercial team to ensure that we maintain a high performance level of customer service All other duties as assigned QUALIFICATIONS & SKILLS
Education/Experience
Associates degree or equivalent experience 1- 5 years prior experience in Customer Service Experience with purchasing or inventory control in a manufacturing environment preferred, but not required Communication Skills
Ability to effectively communicate in English (verbal and written) required Ability to follow written and oral procedures and instructions Ability to speak Spanish is a plus Mathematical Skills
Must be proficient in arithmetic and basic mathematics (including percentages and ratios) Computer Skills
Basic knowledge of Microsoft Office (Outlook, Excel, Word, Power Point) required Experience with JDE or other AS400 based system preferred Other
Quality Focus Problem Solving Documentation Skills Listening Skills Phone Skills Resolving Conflict Analyzing Information Multi-tasking WORK ENVIRONMENT
80-95% Office (Temperature Controlled) 5-20% Factory (Limited Temperature Control) Lift up to 20 lbs.
Customer Service Representative Location:
IPS Adhesives - Durham, NC
ABOUT THE COMPANY
IPS Adhesives is a global supplier of adhesive and related solutions to a wide variety of markets. For over 65 years, IPS Adhesives has invested in product innovation, that provides specialized bonding solutions that are shaping the future of leading-edge assembly and construction design. Our brands are trusted worldwide by kitchen, bedroom and bathroom fitters, sign and display assembly operations, structural partners working in transportation, construction, boat building and more. Through these innovative performance and environmentally conscious-led solutions, we believe we can also help improve the lives of people working in these industries for generations to come.
IPS Adhesives wants to Inspire its People to Succeed by engaging dynamic, collaborative and safety conscious team members to join our growing business. We are looking for a talented, "act-like-an-owner" team member to help drive our business, starting with the voice of the customer and closing with extraordinary service and value.
For more information visit www.ipsadhesives.com.
SUMMARY Executes general customer support duties, handling incoming orders, customer inquiries related to pricing, current orders and order status, lot numbers, and shipping and quality issues. In addition, the position requires continual, proactive communication and coordination with Sales, Production/Scheduling and Quality Control departments. The individual is responsible for ensuring outstanding customer service to both internal and external customers, clearly communicating customer needs to internal colleagues, and following up with customers in a timely manner. The work involves the execution of specific instructions and procedures and typically comprises a complete segment of work, such us order processing, order acknowledgement, and shipping confirmation. The quality of work and customer service affects the quality, internal and external customer satisfaction, and on-time delivery metrics.
ESSENTIAL JOB FUNCTIONS & DUTIES Order entry the same day of order receipt; order acknowledgements to customers within 24 hours of receipt of the purchase order. Prepare product/shipping documents, certificates, MSDS, Data Sheets etc. as needed Process sample orders and follow up with the RSM to communicate shipment information Receive incoming telephone calls and return calls to customers and colleagues promptly Respond to inquiries about pricing, order status, lot numbers and product availability on the same day the inquiry is received. If an inquiry comes in after 4:00 PM EST, a response to the customer should occur the first thing the following business morning. Receive and log customer complaints in the CRM system, communicate complaints/inquiries to the appropriate RSM (regional sales manager) and internal QESH (quality, environmental, safety, and health) group to handle Process purchase orders, follow-up on payments, credits and PO status. Issue Return Materials Authorization (RMA) and ensure that proper DOA (delegation of authority) is followed for RMA (return materials authorization) approval, process and provide credit memos to customers related to approved RMAs Process credit memos for Sales Goodwill; provide credit memos to customers Review and follow all Customer Service ISO procedures in the IPS Adhesives Quality Manual Proactively communicate customer inquiries to the appropriate, responsible RSM Maintain positive attitude and demonstrate professional behavior with internal and external customers Be an advocate for the VOC (voice of the customer) with internal commercial and operations team Field customer inquiries and when specific technical product information is requested by the customer, pass along to the appropriate technical services team (Assembly Adhesives inquiries go to the technical team in California, Structural and Arjay inquiries go to the technical service team in Durham) Follow all safety guidelines for a safe work environment. Report any unsafe working conditions or behaviors to the appropriate safety manager, Director of Sales & Marketing, or VP of Operations • Coordinate freight carriers for shipping domestic and international orders Prepare sales and usage reports for direct customers, as needed by the commercial team. Submits new account forms to ERP system manager / Accounting for account set up; proactively follows up on getting new account set up in a timely manner. Communicates new account set up completion to the appropriate RSM. Resolves 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. Routinely contributes VOC to the commercial team to ensure that we maintain a high performance level of customer service All other duties as assigned QUALIFICATIONS & SKILLS
Education/Experience
Associates degree or equivalent experience 1- 5 years prior experience in Customer Service Experience with purchasing or inventory control in a manufacturing environment preferred, but not required Communication Skills
Ability to effectively communicate in English (verbal and written) required Ability to follow written and oral procedures and instructions Ability to speak Spanish is a plus Mathematical Skills
Must be proficient in arithmetic and basic mathematics (including percentages and ratios) Computer Skills
Basic knowledge of Microsoft Office (Outlook, Excel, Word, Power Point) required Experience with JDE or other AS400 based system preferred Other
Quality Focus Problem Solving Documentation Skills Listening Skills Phone Skills Resolving Conflict Analyzing Information Multi-tasking WORK ENVIRONMENT
80-95% Office (Temperature Controlled) 5-20% Factory (Limited Temperature Control) Lift up to 20 lbs.