[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Knauf North America is the world's fastest-growing insulation manufacturer, committed to environmental conservation and sustainable manufacturing. The Customer Service Representative will provide exceptional customer service by processing orders, resolving inquiries, and coordinating with customers and internal teams to ensure a positive experience.ResponsibilitiesProcess customer orders in the company’s ERP software, ensuring accuracy and timely entryProvide product and order information to customers and the Sales team, including in-stock availability, delivery expectations, and related updatesRespond to customer inquiries in a professional, timely, and helpful manner, ensuring requests are addressed satisfactorilyMonitor customer orders throughout the fulfillment process and proactively communicate delays, shortages, or changes to customers and internal stakeholdersCollaborate with Sales, Operations, Material Requirements Planning, and Transportation personnel to ensure product availability, delivery requirements, and customer expectations are metHandle customer complaints in a professional and timely manner, including following up on shipping errors, referring shipping issues to Transportation, entering claims, and referring claims to the appropriate teamMaintain a thorough understanding of customer accounts, preferences, services, and product offerings to anticipate and meet customer needs effectivelyMaintain accurate customer records and account-related information within company systems, including contact details, shipping instructions, pricing information, and customer-specific requirementsPrepare and distribute customer-related and internal reports, ensuring accuracy, completeness, and timely delivery of informationParticipate in team meetings and continuous improvement initiatives to enhance customer service processes, operational efficiency, and customer satisfactionSupport audits and other compliance activities by maintaining accurate documentation and assisting internal stakeholders as requiredMeet established customer service performance standards, including response times, order accuracy, and customer satisfaction objectivesSkillsHigh School Diploma or G.E.DMinimum two (2) years of professional customer service or related experience involving customer-facing interactionsAbility to communicate effectively throughout the organizationAbility to make quick, thorough decisionsAbility to motivate and energize a team to produce winning solutionsAbility to work in a fast-paced, high-pressure, deadline driven environmentAbility to manage multiple projects and tasks simultaneouslyAbility to perform work accurately and thoroughly with attention to detailAbility to foster a culture of innovation, collaboration, and accountability within the organizationAbility to instill an environment of inclusion, where all employees feel that they can contribute and impact the company in a positive mannerAbility to support employee retention and engagement to ensure a sustainable workforceAbility to partner with and support colleagues both internally and externallyAbility to work hands-on in an industrial manufacturing environment, as well as in a corporate environmentAbility to professionally handle customer concerns and escalated situations while maintaining composure and professionalismAbility to adapt to shifting priorities, processes, and business needs while maintaining productivity, work quality, and professionalismEffective negotiation skillsProblem-solving skillsFollow-up skillsProactive in identifying areas of opportunity and suggesting ideas for improvementEffective public speaking and presentation skillsComputer skills in MS Windows environment; proficient in Word, PowerPoint and ExcelAssociate's Degree or equivalent from a two year college or technical schoolExperience in manufacturing, distribution, or supply chain environmentsExperience with order processing, ERP systems, and cross-functional is desiredBenefitsMedical, Dental, Vision – starting on day one!Virtual Medical ServicesFertility and adoption benefits401(k) Retirement Plan (earn 100% matching on your first 6% contribution and fully vested day one)Paid parental leavePaid family leaveCompany provided Salary Continuance (Short- term Disability)Company paid life insurancePaid HolidaysVacationTuition ReimbursementEmployee Assistance Program (EAP)Company OverviewAre you interested in working for a company that’s just as passionate about energy conservation & sustainability as you are? Knauf North America is the world's fastest-growing insulation manufacturer in the world. It was founded in 1978, and is headquartered in Shelbyville, Indiana, USA, with a workforce of 1001-5000 employees. Its website is http://www.knaufnorthamerica.com.