Job description

Jordan Manufacturing Company is a growing family-owned and -operated business that’s been producing outdoor furnishings for over 45 years. We’re proud to celebrate the achievements of everyone on our team and to reward hard work by promoting from within. Jordan Manufacturing believes that a work-life balance is essential for employees to thrive, and teamwork is at the core of who we are as a company. We believe in always doing what is right, even when it’s difficult. Safety is our top priority; everyone deserves to go home to their family at the end of the day. We strive for excellence in everything that we do and give every employee the support and tools that they need to reach their full potential. In addition to our health, dental, vision and numerous other benefits, Jordan Manufacturing offers perfect attendance bonuses of up to $3,200 a year for all hourly operations staff.

Why should you join the Jordan Manufacturing family? We truly value every member of our team and strive to live and work by our core values of CHAISE; Celebrate, Healthy Balance, Always Collaborate, Integrity, Safety and Excellence.

Job Title: Retail Customer Service Representative

Job Purpose: The Retail Customer Service Representative will cultivate relationships and work closely with our customers, the Sales team, and the cross functional internal team. The Customer Service Representative will be responsible providing excellent customer service to our customers, order receipt, and program development. They will be responsible for the process and control of sales orders, using effective communication with operations regarding inventory issues within assigned areas.

Reports To: Customer Service Manager

Location: On-site at Monticello, IN corporate headquarters and remote, in at-home office

Department: Supply Chain

Classification: Full-time, Non-exempt

Job Duties and Responsibilities:

• Acts as single point of contact for assigned customer portfolio.
• Ensures all day-to-day customer related activities are dealt with in a courteous, accurate, timely manner, adhering to business standards.
• Manage and oversee the sales and order processes providing timely and accurate information to customers, Sales, and Business Management.
• Facilitate effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience.
• Maintains and increases customer loyalty, by building relationships.
• Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery.
• Use their judgment and knowledge of strategic plans for each customer to respond to requests for orders, technical support, and other services.
• Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product.
• Manage customer expectations by clearly communicating our commitments to the customer (ie. Delivery dates or problems resolution) and by promptly updating the customer with changes in status.
• Recommend process changes to increase efficiency of operations and service to customers.
• Comprehends and can follow well defined and documented systems, related instructions, and operational procedures.
• Develops and maintains pro-active business relationships with customers, and where applicable, KAM decision makers and sales representatives.
• Independently and effectively prioritize daily tasks and follow up on resolutions that ensure customer satisfaction.
• Investigate and resolve routine requests and customer complaints.
• Demonstrated ability to work with limited supervision and exercises discretion and independent judgment involving comparing and evaluating possible courses of action.
• Interact with internal and external areas to resolve issues accordingly and respond to requests in a clear and concise manner in an appropriate time frame.
• Ability to travel independently and present at regional sales meetings and on-site at key customers to improve or grow relationships.
• Participate on and/or lead project teams. Develops, communicates, and implements plans to successfully achieve project deliverables.
• Maintain 100% of standards, metrics, and performance measurements, while delivering superior customer service.

Required Qualifications

Education

• A college degree and/or significant demonstrated experience in a customer service role

Experience

• 1+ year experience with CPG mass customer retail portals, Walmart, Target, Discounters, Department Store, E-tailers, or Specialty sites.

Knowledge, Skills, & Abilities

• Ability to multi-task and perform effectively under pressure
• Ability to effectively prioritize and escalate customer issues as required
• Excellent communication and presentation skills to effectively respond to customer’s requests or explain solutions to complaints/issues
• Detailed, organized, and results oriented
• Ability to learn and assimilate information quickly
• Strong PC proficiency with a solid working knowledge of windows environment
• Strong initiative and good decision-making ability
• Able to challenge the status quo and make recommendations for process efficiencies
• Strong team player who shows commitment to departmental goals
• Advanced skills in Microsoft Office (excel, word, PowerPoint); experience working with three dimensional spreadsheets and complex formulas in Excel, particularly V-lookups and Pivot tables

Preferred Qualifications:

• Prior manufacturing experience or supply chain experience

Working Conditions

Environment

• Position is located in an office setting at the Monticello, IN corporate headquarters and remotely in an at-home office.

Essential physical requirements

• Prolonged sitting at a desk and working on a computer
• Must be able to lift 15 pounds at a time

Job Type: Full-time

Pay: $35,000.00 - $50,000.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Education:

• Associate (Preferred)

Experience:

• with CPG mass customer retail portals: 1 year (Required)
• Manufacturing: 1 year (Preferred)
• Supply chain: 1 year (Preferred)

Work Location: Remote

apartamentosquality.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apartamentosquality.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, apartamentosquality.com is the ideal place to find your next job.