Circle Y

Job Description: Customer Support Representative

Opportunities:  

• Can you provide exceptional customer service via telephone, email, and in-person?
• Do you have the ability to manage, input, and oversee customer orders from initiation to fulfillment with accuracy and timeliness?
• Does working for a family-centric organization based in a small-town environment appeal to you?
• Do the values of stewardship, versatility, and family resonate strongly with you?
• Do you find the improvement of people’s lives through stewardship of God-given resources inspiring?

Then, Circle Y is for you!

Primary Function: 

Provides quality service via telephone, in person and email to customers, potential customers and co-workers and maintains in-depth knowledge of products and services offered by company to maximize efficiency of the organization, keeping customer Experience second to none.  

Position Responsibilities (including but not limited to): 

• Mange and oversee customer orders from initiation to fulfillment, ensuring accuracy, timeliness, and customer satisfaction. 
• Handle quote intake, ensuring timely and accurate entry into the ERP and or CRM System. 
• Proactively track and follow up on orders, providing customers with updates ensuring delivery of information.
• Listen to customer concerns and suggestions, troubleshoot issues, and coordinate solutions with internal teams to ensure prompt resolution. 
• Gather, analyze, and report customer feedback to drive continuous improvement in the service to customers. 
• Accurately enter, maintain and manage customer orders and interactions in the ERP and CRM. 
• Coordinate the logistics of orders with the shipping department as needed and resolve any delivery related issues. 
• Consults with production, shipping, or engineering to help resolve customer issues as needed. 
• Provide or facilitate technical support customers as needed.
• Identify recurring issues and recommend process improvements to enhance customer experience and operational efficiency. 
• Support additional tasks or special projects as requested by management. 

Skills: 

• Excellent communication skills in both written and oral 
• Basic math skills, ability to add, subtract, multiply and divide using whole numbers, fractions, and decimals 
• Basic problem-solving skills  
• Excellent computer software skills (MS Office, Outlook, Excel etc.…) 
• Ability to apply common sense understanding to carry out instructions furnished in written or oral forms 
• Ability to work closely with department supervision and production workers 
• Ability to maintain a clean, neat and appealing work environment and personal appearance. 

Qualifications: 

• High School diploma or general education degree (GED) preferred 
• Familiarity with MS Office Applications (Word, Excel, Access, Power Point, Outlook, etc...) and accounting software preferred 
• Must be able to work in a fast pace ever changing environment 
• Willing to embrace change and continuous improvement efforts 
• Must possess current and valid driving record with clear history for the past three years 

Physical Requirements: 

• Extended periods of sitting and/or walking (33% - 75% of time) 
• Stooping, bending, twisting, leaning (10% - 25% of time) 
• Lifting of 25 lbs. occasionally (0% - 33% of time) 

Work Environment: 

• Typically, inside a climate-controlled office and is required to occasionally move from office to manufacturing areas and outdoors to perform duties  
• Occasional exposure to manufacturing environment where the use and wear of proper protective equipment (PPE) such as safety glasses or side shields on glasses and closed toe shoes are mandatory