[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Promat by Etex is an international leader in sustainable construction, dedicated to inspiring new ways of living. They are seeking a Customer Service Representative to manage the order fulfillment process, ensuring customer satisfaction and streamlining internal communication within a dynamic and fast-paced environment.ResponsibilitiesMake independent decisions on issues of escalation and resolutionConsistent awareness of customer needs and the ability to proactively manage those needs by mitigating problems and providing solutions that the customer can valueEnsure incoming customer purchase orders are reviewed and acknowledged and passed through the internal contract review procedure to begin the order processManage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, and shippingAssist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization when necessaryRepresent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solutionManage backlog; Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments, identify issues, seek solutions, and communicate resolutions to the customer care teamMaintain a positive professional disposition in all customer situations, internal and externalActive participant in company safety processes to include wearing the proper safety equipment and ensuring all visitors to our facility, including drivers adhere to this processActively work on projects and company initiatives with the support and guidance of the Customer Service Lead, Customer Order Fulfilment Manager, and other key team membersSkillsExperience dealing with customers via, phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendorsAssociate or Bachelor Degree plus one year of previous job related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years' experience building and managing customer relationshipsPositive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially importantProficiency in Microsoft Office; Word, Excel, and Outlook required, PowerPoint preferredExperience with SAP a plusCapable of building solid trusting customer relationships through strong customer focus at each customer touch pointExceptional problem solving and analytical skills and the ability to think independentlyHigh attention to detail and accuracyMust possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the dayMust be a committed team player who seeks to do the right thing for the team, customer and businessExperience working in a team environment and at ease identifying issues and raising questionsEnglish speakingExperience in Customer Service for technical or industrial productsExperience with MRP, order entry, or CRM systemsExperience in a manufacturing environmentBenefitsCompetitive salary with annual salary review and bonusFULLY paid top tier medical, dental, & vision benefits for you and your familyOutstanding paid time off policyFlexible work arrangementStudent Loan Assistance, up to $5,000 annually as eligibleLearning and Development Opportunities including Tuition ReimbursementHighly engaged culture, stable workforce, within a strong, growing global companyCompany OverviewTHE WORLDWIDE REFERENCE IN FIRE, THERMAL AND ACOUSTIC PROTECTION Promat is the leading reference and pioneer in the field of passive fire protection, and thermal and acoustic insulation. It was founded in 1958, and is headquartered in Adelaide, South Australia, AUS, with a workforce of 10001+ employees. Its website is http://www.promat.com.au/en/.