To be the liaison between external customers and the Garlock/CP organization regarding the processing, follow-up and expediting of all orders from initial placement through delivery. The Customer Service Representative has the ability to work independently in managing customer accounts and is a strong, pro-active communicator and “go-to” person for timely order information.

Essential Job Functions & Responsibilities:

• Adhere to all company safety policies put safety first in all responsibilities.
• Demonstrate and foster Garlock/CP Core Values.
• Receive and process customer orders while screening information for accuracy and completeness.
• Monitor customer orders throughout the graphics and manufacturing processes, advising customers and sales representatives of any significant delays and providing alternatives to ensure customer expectations are fulfilled.
• Partner with sales and manufacturing groups to analyze customer forecasts and requirements to develop and maintain customer-specific programs/models.
• Initiates customer releases for all shipments and ensures delivery dates are met. Coordinates the expediting of rush shipments and monitors their progress.
• Supply analysis and reports to management groups as requested.
• Proactively manages customer finished goods inventory levels.
• Maintain customer profiles, pricing and customer order status reports.
• Manage customer complaints and returned goods initiation.
• Contribute in the daily schedule meeting with customer service, department managers, production schedulers and materials manager.
• Evaluates policies and procedures to determine new, improved and streamlined approaches to better serve customers' needs.
• Provide reporting as required to customers, sales and management groups.
• Build customer loyalty through positive customer engagement and service excellence.
• Maintain customer service processes, standards and metrics to support the customer-centric organization.
• Support technology and innovative service solutions to maintain an "ease of doing business" environment.
• Partner with operations/supply chain groups to ensure a best-in-class customer experience.
• Other duties as assigned.

Qualifications:

• Education: High School Diploma required, but some college education and/or bachelor's degree are preferred. College education can be offset by work experience in a customer service role.
• Experience: successful experience in a customer service related position, preferably with experience in managing customer forecasting and demand information.
• Effective communication skills to successfully collaborate both internally and externally to exceed customer expectations.
• Ability to assume leadership role and fully manage details of customer accounts and projects.
• High level of proficiency using Microsoft Excel and ability to develop and modify spreadsheet applications as needed.
• Familiarity with database reporting writing program(s) in order to utilize company ERP information.
• Proficient ability to modify reports to customer specific needs.
• Ability to work independently and analyze problems to make sound business decisions.
• Strong organizational skills and attention to detail.
• Maintain positive relationships within a team environment.
• Maintain a positive and flexible attitude.

Other knowledge, skills and abilities:

• Ability to work well in a team environment.
• Must demonstrate the ability to maintain confidentiality of information to Company and Federal standards.
• Must be able to adapt to changes in the work environment, manage competing demands and be able to deal with frequent change, delays or unexpected events.
• Must be dependable and work within Company conduct standards; consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

Physical Demands:

• Sitting at a desk for extended periods
• Ability to communicate with customers via telephone and computer (email)
• Limited or no lifting required.
• Ability to climb stairs for meetings and accessing the plant floor and Customer Service area.

Working Conditions:

• Office environment
• Some time necessary in manufacturing areas
• Must adhere to all Company policies and SOP's regarding conduct and attire while in manufacturing areas including personal protective equipment (PPE) requirements.