Acoustical Solutions
Customer Service Representative
Acoustical Solutions, Richmond, Virginia, United States, 23214
Are you passionate about providing exceptional service? Do you thrive in a fast‑paced environment? Do you love to solve problems? Look no further! We’re seeking a Customer Service Representative to join our team.
About us:
We are a growing acoustical product manufacturer who is forward thinking, believes in continuous improvement that values integrity and innovation.
Brief Summary: The CSR or Customer Service Representative serves as the first point of contact for customers who have questions or issues related to a company’s products or services.
Activities/Tasks
Manage a high volume of incoming phone calls.
Answer / manage phone calls, voicemails, emails, and other communications. Fields all customer inquiries and responds to / manages same. Directs customers to other staff when additional technical assistance is needed.
Generate sales leads or upsell opportunities if possible.
Identify and assess customer needs to achieve satisfaction.
Build sustainable relationships with customer accounts through open and interactive communication.
Troubleshoot and investigate customer inquiries or complaints.
Ensure excellent service standards and maintain high customer satisfaction.
Participate in the daily management process every day. As for all team members, this role also tracks / plots data as assigned, and leads problem‑solving initiatives as assigned.
Support and fully participate in the company’s continuous improvement processes. "Follows and Lives" the company’s stated values.
Flexibility to work extended hours and overtime as required to support inquiries Nationwide.
Use customer complaints and review feedback to improve website design, service offerings, and customer satisfaction. Assist with responses and resolution of customer issues and complaints.
Oversee corrections and improvements to product offerings to ensure accurate, competitive product positioning.
Regularly evaluate competitors with respect to pricing, delivery, service, quality, etc. and work with required production, sourcing, and web developers to offer best value in the industry.
Other duties and projects as may be assigned.
Physical Requirements
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Extensive time spent sitting at a desk typing and speaking on phone.
Ability to work in a high‑stress, face‑paced environment.
Periodically subject to construction or warehouse environments.
Professional Competencies Desired
Associate degree in related field or relevant work experience in manufacturing / ERP environment. BS degree preferred but not required.
APICS or similar certifications preferred. (Company supports earning or continuing relevant certifications)
A minimum of 3 years’ work experience in a customer service role required.
High proficiency in Microsoft Office suite required. ERP data entry experience preferred.
Self‑motivated, high‑energy level and a "willingness to go the extra mile".
Excellent writing and verbal communication skills.
Strong follow‑through skills to complete tasks "on time" and accurately.
Knowledge of Bill of Materials and Production Routers.
Excellent communication skills and a positive attitude.
Strong problem‑solving abilities.
Patience and empathy.
Ability to multitask and prioritize effectively.
Quick learner who pays attention to detail.
Safety Requirements
Adheres to Acoustical Solutions Health & Safety manual.
Attends all company safety meetings.
Ability to lift 25 pounds.
Wears appropriate PPE when required.
Perks
Competitive salary and benefits package.
Opportunities for growth and advancement.
Fun supportive team culture.
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
Seniority Level Associate
Employment Type Full‑time
Job Function Customer Service
Industries Manufacturing
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About us:
We are a growing acoustical product manufacturer who is forward thinking, believes in continuous improvement that values integrity and innovation.
Brief Summary: The CSR or Customer Service Representative serves as the first point of contact for customers who have questions or issues related to a company’s products or services.
Activities/Tasks
Manage a high volume of incoming phone calls.
Answer / manage phone calls, voicemails, emails, and other communications. Fields all customer inquiries and responds to / manages same. Directs customers to other staff when additional technical assistance is needed.
Generate sales leads or upsell opportunities if possible.
Identify and assess customer needs to achieve satisfaction.
Build sustainable relationships with customer accounts through open and interactive communication.
Troubleshoot and investigate customer inquiries or complaints.
Ensure excellent service standards and maintain high customer satisfaction.
Participate in the daily management process every day. As for all team members, this role also tracks / plots data as assigned, and leads problem‑solving initiatives as assigned.
Support and fully participate in the company’s continuous improvement processes. "Follows and Lives" the company’s stated values.
Flexibility to work extended hours and overtime as required to support inquiries Nationwide.
Use customer complaints and review feedback to improve website design, service offerings, and customer satisfaction. Assist with responses and resolution of customer issues and complaints.
Oversee corrections and improvements to product offerings to ensure accurate, competitive product positioning.
Regularly evaluate competitors with respect to pricing, delivery, service, quality, etc. and work with required production, sourcing, and web developers to offer best value in the industry.
Other duties and projects as may be assigned.
Physical Requirements
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Extensive time spent sitting at a desk typing and speaking on phone.
Ability to work in a high‑stress, face‑paced environment.
Periodically subject to construction or warehouse environments.
Professional Competencies Desired
Associate degree in related field or relevant work experience in manufacturing / ERP environment. BS degree preferred but not required.
APICS or similar certifications preferred. (Company supports earning or continuing relevant certifications)
A minimum of 3 years’ work experience in a customer service role required.
High proficiency in Microsoft Office suite required. ERP data entry experience preferred.
Self‑motivated, high‑energy level and a "willingness to go the extra mile".
Excellent writing and verbal communication skills.
Strong follow‑through skills to complete tasks "on time" and accurately.
Knowledge of Bill of Materials and Production Routers.
Excellent communication skills and a positive attitude.
Strong problem‑solving abilities.
Patience and empathy.
Ability to multitask and prioritize effectively.
Quick learner who pays attention to detail.
Safety Requirements
Adheres to Acoustical Solutions Health & Safety manual.
Attends all company safety meetings.
Ability to lift 25 pounds.
Wears appropriate PPE when required.
Perks
Competitive salary and benefits package.
Opportunities for growth and advancement.
Fun supportive team culture.
Benefits
Medical insurance
Vision insurance
401(k)
Tuition assistance
Disability insurance
Seniority Level Associate
Employment Type Full‑time
Job Function Customer Service
Industries Manufacturing
#J-18808-Ljbffr