Key Account Customer Service Representative - Hampel

Hampel is looking for a seasoned, high-caliber, customer service pro to join our customer experience team and be responsible for servicing our top customers. The ideal candidate is a self-starter who can hit the ground running in a fast-paced manufacturing environment.

We’re Hampel. We’re one of the top plastics manufacturers in the country and we’re family owned. We are driven by high standards of excellence and reward those who share our same values in delivering our customers a product that exceeds expectations.

You’ll be joining a team who has your back and supports you through every turn. Of course we have high standards of excellence as it applies to our customers. However, this also applies to fun and work-life balance. For the right candidate, we offer a flexible, hybrid work schedule. an opportunity to join the donut club and access to the secret snack cabinet!

Position Summary

Under the direction of Brand Development, the Key Account Customer Service Representative is responsible for providing ongoing customer support to the Hampel Sales Department. This position will audit and interpret incoming orders, enter orders into the company ERP system, answer calls and respond to customer inquiries. Typical customer questions are focused on production status information, availability, shipment detail. This individual will facilitate internal and external coordination to promote customer relationships, and ensure customer satisfaction is in balance with Hampel Corp’s Best in Class customer support. This employee is expected to have a high level of communication skills to effectively engage with others to resolve problems (internal & external) with the use of facts and data and/or appropriate conflict resolutions skills. All tasks must be completed on time, in a professional manner and with minimal errors.

Keyword: Key Account Customer Service Representative
Required Experience:

Essential Duties and Responsibilities:

(Other duties may be assigned as needed.)

• Act as Day-to-Day point of contact between customers and Hampel corp. providing project/order status and ensuring customer requests and expectations are accurately communicated to key Hampel stakeholders.

• Enforce Hampel Corp. order policies by auditing, analyzing and interpreting incoming orders covering a wide scope of products, to clarify terms, pricing, ship to location, and shipping instructions.

• Incoming orders will cover an array of customer types, including but not limited to Large Contract manufacturing customers, Molded solutions customers, dealers, sales representatives, E Commerce, national chains, and end users.

• Accurately enter customer orders into company ERP system within 24 hours of receipt. Seek Supervisor assistance to resolve matters going beyond 24 hours.

• Respond promptly as needed to customer requests on product availability dates and expediting. Assist as needed in providing delivery information to customer

• Assist in maintaining and updating customer report logs including but not limited to complaint log and on time delivery.

• Manage the open order report. Proactively work to expedite any orders at risk of late shipment. Maintain data integrity of the report.

• Participate in project teams, cross functional teams, and department team projects.

• Assume ownership of additional customer analysis, administrative and/or sales related duties requested by management in addition to standard CSR responsibilities.

• Comply with all quality and safety regulations, departmental, company policies, and procedures.

Minimum Level of Education/Training Required

• High School Diploma required.
• Bachelor’s Degree Highly Desirable.

Minimum Experience Required

• Minimum of five years customer service experience preferred.

• Ability to make decisions or seek supervisory assistance in a timely manner.

• Excellent phone skills which include prompt, courteous, and efficient handling of calls.

• Excellent analytical skills.

• Excellent verbal and written communication skills.

• Ability to work independently with little supervision.

• Good organizational skills and follow through.

• Ability to work well with all departments.

• Problem solving skills.

• Able to effectively learn and utilize various order entry processes successfully and accurately.

• Working knowledge of computer software including Excel, Word, Outlook, ERP and CRM. IQMS knowledge is a plus.

Benefits:

• Medical, Dental, Vision, and Prescription Drug Insurance
• Paid Time off
• Paid Holidays
• 401(k) with Hampel matching contributions
• Flexible Spending Accounts (FSAs)
• Short-Term Disability, Long-Term Disability and Life Insurance
• Employee Assistance Program (EAP)
• Tuition Reimbursement

From: Hampel