Job Summary

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Essential Duties and Responsibilities – CSR I

• Maintain broad knowledge of clients, products, and services of the organization
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy, and be an advocate for the customer
• Accurately process phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Data entry of faxed, emailed and phone-in orders for production
• Coordinate between sales and production to meet customer deadlines
• Maintain effective communication channels with product and support staff
• Communicate with customers to determine expected delivery date and time.
• Resolve product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assisting sales staff with expediting orders and communications with the production floor
• Answer the telephone and direct callers to appropriate departments
• Greet customers in a courteous, friendly, and professional manner
• Participate in educational opportunities internally and externally to enhance knowledge of product and job skills
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Assist all co-workers when needed
• Other duties as assigned

Skills, Knowledge and Ability Requirements

To be considered for the Customer Service Representative position, the following conditions must be met:

• A minimum of 1-year previous customer service experience; glass industry preferred
• High School Diploma or equivalent; Associates Degree preferred
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task

• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
• Able to read and perform mathematical calculations, and write measurements in number fractions at a high school education level
• Ability to read, interpret and understand drawings and specifications
• Computer experience necessary and typing of numbers with accuracy

Advancement to Customer Service Representative Level II

• Complete 9 months of CRL customer service experience
• Maintain 9 Calls/Hour for three consecutive months
• Maintain Error Percentage in good standing for three consecutive months
• Satisfactory demonstration and understanding of Core Products
• Satisfactory demonstration of all Entry programs and processes
• Satisfactory demonstration of “after the sale” problem resolution skills

Essential Duties and Responsibilities – CSR II

• All duties associated with CSR I Core Products
• Providing domestic and export quotes to customers and converting quotes to orders
• Meet or exceed SLA for quote turn around for Core Product Group
• Maintain broad knowledge of Core Product Group products to offer customer
• Create sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the projects critical path. 
• Responsible for updating notes on any open quotes and orders that are not resolved within the business day in a consistent daily basis.
• Manage requests with use of the following:

• Research Catalogs for product verification. 
• Promote product lines represented by CR Laurence, cross sell, value engineer, and exhaust all CRL options to keep order inhouse. 

• Exercise discretion and independent judgment during the business process: 

• Qualifying 
• Quoting  
• Closing  
• Converting (Project Managing) 
• Effectively maintain communication with CRL customers during all business process stages. 

• Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails. 

Equipment

• Personal desktop computers, fax machine, copy machine, calculator, writing instruments, telephone, and various printers. 

• Issued safety equipment

Safety

• This position is sedentary; however, caution needs to be taken when lifting files, boxes, opening file cabinet drawers, desk drawers.
• To avoid injuries to hands, back and neck, proper ergonomics should be maintained while working at desk/workstation.