Customer Service Representative, Aurora

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.