Employment Opportunities

Job Description

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Schedule: Monday – Friday (Office hours)

Position Summary: The customer service representative (CSR) acts as the “front line” of our workforce, working with nearly all functional teams and serving as a critical connection between Western Extrusions and its customer base. Working closely with our sales force, the CSR is responsible for a diverse set of functions related to the customer experience and order flow. This role provides excellent exposure and learning opportunities across our large-scale organization.

Company Description: We’re biased, but we think aluminum is pretty cool. Our company extrudes, fabricates, and finishes aluminum parts – a fancy way of saying that we make awesome stuff out of aluminum. Our parts are involved in a wide range of products, including commercial buildings, class 8 trucks, truck trailers, electric vehicles, boats, and stadium seating. The CSR role is customer-facing, and thus has visibility into this diverse set of industries.

Essential Duties and Responsibilities:

Serve as the “voice of our customer”

• Build relationships with Western’s customer base to fully understand the customer’s requirements. Communicate these requirements to our production team, and determine our opportunities to enhance the customer experience.

Provide great customer service:

• Process customer orders with precision and efficiency in an extremely responsive manner for the customer.
• Work to resolve customer complaints by clearly communicating the issue to our quality and production teams, and following up to ensure resolution
• Maintain statuses and customer open order reports.

Know our business:

• Accurately respond to customer inquiries and quote requests in an expeditious and complete manner.
• Build trust through open and interactive communication with our production and sales teams

Assist with other related duties as needed & assigned

Competencies

• Building Collaborative Relationships – The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.
• Service Focus – Place emphasis on creating customer loyalty by continually enhancing the customer experience. This relates to the capacity to identify and understand the needs of customers, manage expectations, and prioritize meeting and exceeding those needs.
• Accountability – Take responsibility for their own performance and accept full ownership of issues, problems, and opportunities, regardless of the source.
• Composure and Resiliency – Able to deal effectively with pressure, maintain focus, and remain optimistic and persistent, even under adversity.
• Professionalism – Set high standards and serve as role models for work performance, ethical conduct, and respect for others. Consistently conduct themselves in a manner that is aligned with generally accepted values and within the guidelines and best practices.
• Time Management – Focus on completing all work tasks in a timely manner, while remaining responsive enough to react to competing demands and shifting priorities. Able to manage multiple responsibilities while being organized, keeping on top of important time-sensitive tasks, and performing all work accurately.
• Communicating – Provide the information required by others in a concise, direct, and unambiguous way. Perceive how their message affects the receiver and strive to ensure that the receiver clearly understands the specifics and function of the message.

Education, Experience and Abilities:

• Minimum bachelor’s degree
• 2+ years of previous customer service experience with industrial products is preferred but not required
• Proficiency with Microsoft Office Suite software and an ability to learn proprietary software quickly

Job Type: Full-time

Benefits:

• Health insurance
• Dental insurance
• Vision insurance

Communication method(s) used:

• Email
• Phone
• Chat
• In person

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company’s customer service policies
• Other duties as requested

This Job Is Ideal for Someone Who Is:

• Dependable — more reliable than spontaneous
• People-oriented — enjoys interacting with people and working on group projects
• Detail-oriented — would rather focus on the details of work than the bigger picture
• Achievement-oriented — enjoys taking on challenges, even if they might fail
• Innovative — prefers working in unconventional ways or on tasks that require creativity
• High stress tolerance — thrives in a high-pressure environment

Schedule:

• Monday to Friday
• No weekends
• Day shift