Customer Service Representative

Job Description

Job Description

Description:

ABOUT THE COMPANY

WT Burnett is known for delivering custom, high-performance foam and nonwoven solutions to some of the world’s most respected brands. Our success is built on innovation, quality, and a commitment to teamwork — the same qualities we look for in our people. We are looking for a Customer Service Representative to join our WT Burnett – West team in Phoenix, AZ!

JOB SUMMARY

The Customer Service Representative is integral to maintaining Wm. T. Burnett’s reputation for exceptional service. This role involves managing customer interactions, processing orders, and resolving issues to ensure a positive and professional customer experience.

JOB FUNCTIONS/DUTIES

• Answer calls on a multi-line system, check and respond to voicemails, and handle customer communications via phone, fax, email
• Enter and process customer orders and returns, ensuring accuracy and quality, and update customers on changes or delays
• Address and resolve customer issues promptly, using effective problem-solving skills.
• Assist with scheduling deliveries and completing the appropriate paperwork
• Receive/Process scrap purchases and ensure carriers submit appropriate weight tickets; work with plant to determine scrap viability; process necessary deductions
• Process credit card transactions for COD sales
• Work with Shipping Manager to direct drivers, work with customers, etc.
• Meet deadlines, make independent decisions, be very attentive to details and exercise effective judgement, sensitivity and creativity to changing needs and situations
• Work with Will Call when orders are ready for pick-up, etc.
• Other duties as assigned.

KEY PERFORMANCE INDICATORS

• Accuracy and efficiency in order processing
• Effectiveness in handling customer inquiries and resolving issues
• Customer satisfaction and retention rates
• Adherence to response times and customer service protocols
• Adherence to safety and environmental guidelines

QUALIFICATIONS

• Proven Customer Service Experience
• High School Diploma or equivalent (preferred)
• Strong attention to detail and ability to work independently
• Strong organizational and multitasking skills
• Excellent communication and problem-solving skills
• Bilingual is preferred

WORKING CONDITIONS

• Primarily office-based but may require interactions with other departments