Customer Service Representative
DayGlo

JOB DESCRIPTION

Dayglo was founded in the 1940's as the inventors of fluorescent color. We have grown to be a Global manufacturer of paints, pigments, dispersions and dyes. We are part of the RPM Inc. with sister companies that include well-known brands such as Rustoleum and DAP.

Our roots are based on the principles of innovation and groundbreaking technology. We continue this tradition today by hiring people with these same values. We are looking for optimistic, motivated, and dedicated individuals who are committed to tackling complex challenges. We offer killer benefits including a 401K with match and a retirement pension.

ACCOUNTABILITY OBJECTIVE:

Process orders, enter quotations, respond to customer inquiries by email and phone in a professional, courteous manner. Follow up on orders to ensure customers are kept informed and that orders are shipped in a timely manner. Work with forwarders and Shipping Team to coordinate export shipments.

PRINCIPAL ACCOUNTABILITIES:

• Process/review and confirm orders within 24 hours within Departmental KPI for accuracy.
• Review open orders for yourself (and Team members in their absence) and report on status to Customer Service Management. Inform customers of any date changes.
• Follow established policies/procedures.
• Enter customer quotations.
• Respond to customer/Sales/internal inquiries and requests by email or phone within Departmental KPIs for quality and responsiveness.
• Coordinate new account set-ups and payment terms with the Accounts Receivable Dept. Maintain addresses, notes, contacts, and customer preferences as needed (within DayGlo's capabilities to meet).
• Write up debits, credits, and complaints within Departmental KPIs for responsiveness.
• Assist entire Team whenever required.
• Refer all inquiries, requests or problems outside the scope of the Customer Service Rep. to the appropriate Sales Rep., Department, or Manager to ensure prompt resolution and total customer satisfaction.
• Recruit customers to utilize our online order portal.
• Miscellaneous projects as assigned by Director or Team Lead.
• Periodically touch base with customers to see if they are in need of quotations, orders, etc.

POSITION QUALIFICATIONS:

• A minimum 2 years of Customer Service experience in the manufacturing industry.
• College degree preferred.
• ERP system experience is preferred.
• Experience with Microsoft products: Excel, Word, Outlook in particular.
• Works well in a team environment.
• Strong communication skills, both written and oral.
• Detail-oriented and accurate.
• Spanish speaking is a plus, but not mandatory.

DISCLAIMER:

The above description covers the principal functions of this position. It is not intended to be a complete listing of all miscellaneous, incidental or substantially similar duties, which may be assigned during normal or emergency operations.

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