Customer Service Representative

A JPS Customer Service Representative will provide a world class commercial experience for our customers.  Primary job functions will include but are not limited to providing product/services information, answering questions, quoting product lead-times & MOQ’s, pricing, entering PO’s, resolving emerging problems with accuracy and efficiency.

• Become intimately familiar with our product line and common customer concerns
• Learn the JPS AS400
• Follow Standard Work as well other responsibilities that may be added to the role
• Answer customer questions, assist with order modifications, and resolve any customer issues / concerns in a friendly and professional manner
• Work with the internal team and customers to create and provide solutions
• Coordinate and work closely with the logistics team and shipping providers
• Keep detailed notes (organization is key!) of customer interactions, and provide follow up as needed
• Manage substantial amounts of incoming phone calls and emails
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with accounts through open, frequent and interactive communication
• Meet personal/customer service team sales targets
• Handle customer complaints, provide appropriate solutions and follow up to ensure resolution
• Participation in process improvement teams
• Maintain customer profile information
• Backup for CSR team when appropriate
• Follow JPS procedures, guidelines, and policies