Justrite Manufacturing, the leading source of storage, handling and security products including fire prevention safety equipment for hazardous materials, environmental protection spill containment devices, and specialized storage products is seeking a Customer Service Representative to join their operation at the Mattoon, IL location. Hybrid position located in Mattoon.

SUMMARY:

The purpose of this position is to serve as the key contact for both external and internal customers regarding all product lines. This position supports the customer fulfillment process by performing all aspects of customer order management. Problem solving, decision making and communication skills are required to maximize the focus on customer relationship management, also working well in a team environment. The ability to review and recommend improvements and enhancements within Customer Service and JMC systems and processes is key to ensure the best customer experience. This position is also responsible for generating new sales opportunities through analysis of distribution and penetration of various channels working the respective Sales Reps. The position also requires review of current markets, analyze competitor share, and recommend opportunities to bundle Justrite and work with Sales Reps to gain market share.

RESPONSIBILITIES:

• Process external and internal orders to ensure accurate and timely deliveries with the focus on departmental standards for quality, efficiency and productivity. This includes all ordering methods (phone, fax, EDI, etc.).
• Research and provide solutions to customer service issues, such as product availability, invoice, and proof of delivery, distribution, pricing and logistics issues.
• Maintain open communications with Sales, Marketing, Credit, Shipping/Traffic and Planning to resolve and identify process/customer issues/opportunities.
• Issue return authorization and billing adjustment requests for billing reconciliation.
• Manage specific customer requirements with key customers.
• Keep current on product information/knowledge, marketing and system capabilities.
• Through analysis of markets, work with Sales Reps to penetrate new markets and expand current distribution channels.
• Research and analyze current competition and their market share, and work with Marketing and Sales on opportunities to gain market share.
• Investigate, review and recommend improvements within JMC customer touching areas.
• Develop, distribute and monitor customer surveys to assist with information mining.
• Report, communicate and present to management as required.

REQUIREMENTS:

• Bi-lingual in Spanish would be a plus
• Professional telephone etiquette (soft skills)/excellent communication skills
• Computer skills within a Windows environment, MS Office and MAPICS
• Ability to work in a team environment; assertive, persuasive and diplomatic
• Ability to prioritize and organize a demanding workload in a fast-paced and highly stressful environment
• College degree in business area preferred
• 2-3 years in a fast paced customer service environment
• Must have initiative and ability to achieve objectives with minimal direction
• Decision-making and problem-solving skills
• Ability to analyze information and develop recommendations to present to management

BENEFITS:

We offer excellent comprehensive benefits that include:

• Medical, Dental & Vision benefits
• Health Care Savings Accounts and Flexible Spending Accounts
• Paid time off including vacation & personal time
• 401K – with company match. Both pretax and Roth options available
• Company paid Short Term Disability
• Company paid Long Term Disability
• Company paid Employee Assistance Program
• Employee Wellness Program

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)