Job description

Job Summary
Under the direction of the Customer Service Manager or Supervisor as assigned, the Customer Service Specialist I is responsible for representing HellermannTyton by serving our customers. Requests and inquiries come in via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for customers in the assigned marked segment of our business. This will be achieved by maintaining HellermannTyton's IATF16949/ISO9001 Quality and ISO14001 EMS certifications by supporting all corporate policies, procedures, work instructions and required documentation.
Essential Functions:

• Handle and maintain assigned customers or special tasks.
• Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
• Answer calls and provide assistance on questions regarding orders, pending orders, pricing, backorder status, and product availability, scheduling and any other issues that may arise from the order fulfillment process.

Other Functions:

• Order Entry into JD Edwards ERP as needed.
• Relieve Receptionist for lunch, breaks and provide backup as needed.
• As assigned by Management.

Qualifications (skills, knowledge, experience):

• High School Diploma or equivalent required
• Some college or post high school degree preferred
• 2-3 years of related experience in Customer Service or Marketing required
• Excellent data entry skills while maintaining a strong attention to detail.
• Highly proficient in MSOffice suite of products.
• Ability to work in a fast-paced and dynamic environment.
• High sense of urgency for customer satisfaction.
• Displays courtesy, tact and respect when dealing with others.
• Project a professional company image through phone and email interactions.
• Excellent organizational skills
• Ability to work independently or within a team
• Excellent oral and written communication skills.

Success in this role includes:

• Manage incoming customer requests (e.g. orders, inputting order entry or approving orders in the HellermannTyton customer database, problem resolution).
• Answer calls and provide assistance on questions regarding pending orders, backorder status, and product availability, scheduling and problem resolution.
• Manage requests for expedites, exceptions, substitutions, allocations orders, and/or special problems.
• Evaluate, monitor, and escalate any potential production outages that may impact our customers to Management with recommendations.
• Maintain accurate data including: order information, part number cross reference table, new product codes, etc.).
• Receptionist Tasks.

Samples Program

• Coordinate and maintain a Product sampling Program.
• Process and maintain product sample orders /requests from start to finish, including daily tracking and expediting
• Perform cost analysis monthly for continual product sample program improvement

#LI-CK1 #LI-Hybrid
HellermannTyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work Location: Hybrid remote in Milwaukee, WI 53224

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