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Customer Service Representative

Vacancy details

General information





Position description

Job title

Customer Service Representative

Contract type


Main duties and responsibilities

This position is responsible for handling all customer complaints and product related claims either directly from an end consumer, a store or from one of our customers directly. This person will be the main conduit to our distributors, retailers and end consumers. The customer service specialist will be responsible for the 800-number customer service line which will be the main avenue for these claims. They will also have written correspondence with customers. The person will have the responsibility to handle all claims, deal with potential RTV (Return to Vendor) issues, issue RGA (Return Goods Authorizations), and deal with warranty issues on a daily basis. Specific duties include but are not limited to:

• Receive all customer service calls.
• Coordinate customer order process
• Manage written / electronic correspondence concerning customer complaints within the K-Soft system.
• Develop & manage relationships with the current customer base
• Process customer orders and communication documents by phone, EDI, Email, or Internet; respond in a timely manner
• Understand customer's processes, unique needs and supply/demand requirements to anticipate and satisfy customer's needs
• Develop customer knowledge base, focusing on customers production/consumption rates, demand by location and receiving flexibility
• Process customer returns according to established department policies and procedures
• Initiate tracers with carriers
• Make changes to or cancel orders/backorders
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Communicate with customers in a professional manner. Obtain customer feedback information and provide timely feedback to the company regarding service failures or customer concerns
• Partner with sales rep to meet and exceed customer's service expectations


Minimum requirements for the position include:

• Ability to handle multiple priorities and people simultaneously
• Flexibility to handle continually changing priorities/demands
• History of demonstrated initiative and teamwork
• Organizational and time management skills
• Professional demeanor with excellent written and oral communication skills
• Excellent math skills
• Strong customer orientation
• Strong team player
• Commitment to company values
• Ability to present ideas in business-friendly and user-friendly language
• Intermediate to advanced knowledge of Microsoft Office suite of products

Additional information

• Bi-lingual or multi-lingual skills a plus
• Manufacturing experience a plus
• Customer service experience in a consumer products industry a plus