Customer Service Representative

<strong>At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers&rsquo; expectations and to provide doors that offer safety and protection to our customers&rsquo; most important assets&hellip;people, products, capital investments and processes.</strong>

Salt Lake City, UT

Senneca Holdings

<strong>Senneca Holdings is a diversified management and holding company whose companies are focused on the specialty door industry. Senneca oversees the operations of its companies, allocates resources among them, and helps to improve the performance of its operations. Senneca seeks out acquisition opportunities that strengthen our position in a business segment as well as companies that will diversify our portfolio of specialty doors.<br /><br /><em>Note: You will always speak directly with a Senneca team member before receiving any offer of employment. Senneca will never extend a job offer without a formal interview process.</em><br /></strong> https://senneca.com/

keywords: position summary,benefits,customer care,management,teamwork,analysis,education,experience,skills,knowledge

Full Time

Overview: <strong>Job Summary:&nbsp;</strong>The Customer Service Representative supports Subzero Engineering customers across data center containment, cleanroom, and custom enclosure solutions. This position is pivotal in delivery exceptional customer service, through timely communication, accurate order management, and proactive issue resolution.<br /><br />This role partners with Sales, Sales Application Engineering, Accounting, and other departments to ensure a smooth customer experience from first contact through shipment<br /><br /><em>Our company offers a comprehensive and competitive benefits package, including medical, dental, and vision insurance; company-paid life insurance; short-term and long-term disability; flexible spending accounts (FSA); health savings accounts (HSA); three weeks of paid time off (PTO); parental leave; 9 paid holidays; various optional benefits; and a 401(k) plan with a company match. We also provide career development opportunities, tuition assistance, and a diverse, inclusive, and welcoming culture making it one of the best in the industry.</em>
Responsibilities: <ul> <li>Respond promptly and professionally to customer inquiries across phone, email, and digital platforms.</li> <li>Provide accurate information on products, pricing, and order status.</li> <li>Address concerns professionally, ensuring timely and effective resolution.</li> <li>Build and maintain strong relationships through clear communication, empathy, and follow-through.</li> <li>Manage competing customer and order priorities, ensuring orders are processed accurately and within required timelines.</li> <li>Prioritize multiple customers&rsquo; demands while maintaining accuracy and professionalism under time pressure.</li> <li>Facilitate the setting up of new customers in the ERP system, ensuring all data is complete and correct.</li> <li>Verify and enter orders into Infor following established naming, revision, and documentation standards.</li> <li>Monitor and update order status, providing real-time information to customers and internal teams.</li> <li>Collaborate with Operations, Engineering, Sales, and Shipping to ensure on-time delivery and resolve any delays or discrepancies.</li> <li>Maintain advanced proficiency in ERP, CRM, and customer support platforms.</li> <li>Generate and update reports related to customer orders, service metrics, and performance data.</li> <li>Support CRM and project management tools as required.</li> <li>Maintain accurate documentation of customer interactions, quotes, and transactions.</li> <li>Develop a solid understanding of Subzero products, configurations, and applications.</li> <li>Process credits, rebills, and RMAs as approved by leadership.</li> <li>Provide accurate shipping and handling quotes for our SAE team.</li> <li>Proactively identify and recommend process or service improvements that enhance the customer experience and operational efficiency.</li> <li>Maintain regular and consistent attendance.</li> <li>Other duties as assigned.</li> </ul>
Requirements: <ul> <li>High school diploma or GED required; Associate's degree in Business, Communications, or a related field preferred.</li> <li>Minimum of 2 years of customer service, customer support, order management, inside sales support, or related experience in a manufacturing, industrial, technical, or B2B environment.</li> <li>Experience processing customer orders, quotes, and maintaining accurate records within an ERP system.</li> <li>Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and experience using ERP, CRM, and customer support platforms.</li> <li>Demonstrated ability to manage multiple priorities, meet deadlines, and maintain a high degree of accuracy in a fast-paced environment.</li> <li>Excellent verbal, written, and interpersonal communication skills with a strong customer-service orientation.</li> <li>Strong organizational, analytical, problem-solving, and time-management skills.</li> <li>Ability to work independently and collaboratively with cross-functional teams, including Sales, Engineering, Operations, and Shipping.</li> <li>Exceptional attention to detail and commitment to data accuracy.</li> <li>Ability to maintain professionalism, confidentiality, and sound judgment when handling customer and company information.</li> <li>Must be able to read, write, and speak English proficiently.</li> <li>Experience in a manufacturing, data center infrastructure, cleanroom solutions, enclosure systems, or other technical product environment strongly preferred.</li> <li>Experience with Infor ERP, Salesforce, or similar enterprise software preferred.</li> <li>Knowledge of order fulfillment, logistics, shipping processes, and customer account management preferred.</li> <li>Continuous improvement, Lean manufacturing, or process improvement experience is a plus.</li> <li>Must be legally authorized to work in the United States and successfully complete employment eligibility verification requirements.</li> </ul> <br />Physical Requirements<br /> <ul> <li>Work is performed onsite in an office environment within a manufacturing facility</li> <li>Prolonged periods of sitting and computer work.</li> <li>Must be able to lift up to 20 pounds occasionally.</li> <li>Regularly required to talk, hear, and use hands to handle or feel.</li> <li>Ability to focus for extended periods and manage multiple tasks simultaneously.</li> <li>Standard office noise levels with occasional exposure to production floor noise.</li> <li>Frequent interaction with internal teams and external customers via phone, email, and video meetings.</li> </ul>