Customer Service Specialist - Highwood USA
Tamaqua, PA
About the Job
Highwood USA (Located in Tamaqua and Hazleton, PA) is a part of Premier Outdoor Living, an entrepreneurial manufacturer that produces products for the outdoor living space. POL consists of 3 unique business, Spa cabinets, HDPE Lumber, and Outdoor Furniture. We operate 3 facilities, 2 in Pennsylvania and 1 in Wisconsin that support the three business.
This position will be based in Tamaqua, PA.
Position Summary:
Successful Account Specialists enjoy the challenges of providing outstanding customer service by handling all customer interactions, including inquiries, customer order processing, customer communications regarding order status and pricing, shipping , and invoicing. The account specialist will be the main liaison between the Sales team and operations to ensure an excellent customer experience.
Essential Duties and Responsibilities include the following:
Account Specialists will be involved in a combination of the day-to-day duties outlined below in addition to longer-term projects that will be identified on an ongoing basis to help improve overall level of service to our customers.
Work very closely with the sales team when onboarding new customers to ensure a smooth transition from the sales team to the customer care team
Receive and process phone, email, and fax orders
Enter and confirm orders received from customers, ensuring that order quantities and pricing is proper and accurate
Enters data into ERP System, to determine total cost for customer and computes price, discounts, sales representatives' commission, shipping charges, and sends confirmation
Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed
Maintains electronic copies of all customer transactions and communications
Monitors and helps to ensure that the department retains control of essential performance measures (DSO/inventory turns for customers etc)
Collaborates internally to ensures orders are placed on production schedule and coordinates with scheduling to meet customers’ ship dates
Works closely and communicates effectively with all internal teams to ensure the flow of customers’ orders are timely and accurate by prioritizing customers’ needs
Coordinate shipments of product with the logistics team, prepares pick tickets
Works with team to ensure the customer is receiving best ship method and freight costs when applicable
Works closely with quality leader when a complaint is received to ensure customer’s issues are being address and resolutions are being communicated
Communicate with customers by phone, email, and fax concerning orders, returns, shipments, and product
Follow process/procedures set forth by each customer
Call customers when necessary to advise shipments delay and/or information necessary to process orders
Updates/Maintains ERP System regarding: pricing, master inventory parts, customer maintenance, CRM, and any other relevant modules to ensure customer files are accurate
Make changes to or cancel orders/backorders
Initiate orders for correcting errors (shortages, wrong item shipped, etc.)
Be the back-up to the Spa Customer Care Manager
Initiate file maintenance for corrections to computer’s customer file
Handle irate customers in a professional manner
Obtain customer feedback information
Complete any additional tasks or responsibilities that management assigns
Performs all other essential job related duties as required.
Essential Functions
Apply strong analytical and problem solving skills to effectively come to a firm conclusion quickly
Take initiative, work without supervision and begin projects independently
Capable of developing working relationships with a wide range of people
Able to work within a team environment as well as independently
Able to think strategically and tactically (detail-oriented)
Passionate about engaging customers and soliciting feedback
Maintains confidentiality
Impeccable relational skills and can create win/win environments for all parties that you work with
Recognize when to collaborate and ask for help
Excellent project management and organization skills including ability to manage multiple, changing priorities in a team oriented manufacturing environment
Committed to making positive change, but remaining flexible and able to adapt to company growth and evolving responsibilities
Strong written and oral communication skills with both internal and external customers
Demonstrated people skills and ability to foster collaboration, accountability and customer-centricity
Interested in company results
Treat people with respect
Commitment to working safely
Advanced MS Office Suite and keyboarding skills
Occasional travel between PA and WI facilities is required
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as the ability to handle situations by working as a team.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Minimum level acceptable is an Associate's degree (AA) or equivalent from two-year College or technical school. A Bachelor’s degree (BS/BA) is preferred. Additionally, a minimum of two years related experience; or equivalent combination of education and experience.
Language Skills
Able to communicate and comprehend in the English Language to perform the duties of this position. Able to read and comprehend instructions and general business material. Able to write clear and concise business correspondence. Able to clearly communicate with customers in person, via the telephone, and via e-mail and convey the intended meaning.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use his or her hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Specific vision abilities required by this job include ability to accurately compare color and pattern of products to quality control standards. Frequent requirement for attention to detail; prolonged use of a computer terminal, telephones and other electronic equipment. The employee must be able to lift and /or move up to 50 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate to occasionally loud and PPE is required. Appropriate hearing protection while in the plant is required as noise levels within the facility meet OSHA requirements for hearing protection equipment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Account Representatives typically work in an office environment but for the purpose of the project may sometimes take them to non-standard workplaces. The noise level in the work environment can be loud.
Highwood provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, veteran status or any other characteristic protected by the law.