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Customer Service Representative in Youngstown, OH at Hynes Industries

Date Posted: 12/2/2018

Job Snapshot

Job Description

** This ad is for an opportunity in Youngstown, Ohio **


Hynes Industries
provides imaginative, customized metal solutions with an unyielding focus on product quality, customer service and delivery performance. Plus, we've been committed to this formula for over 90 years, and since our acquisition of American Roll Form in 2015, we've gained another 55 years of roll forming experience and expertise. We are seeking a Customer Service Representative to provide product/services information, price quotations, order management, claim management, sales support, and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction. Essential Duties and Responsibilities Include the Following:

  • Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
  • Identify and assess customers’ needs to achieve satisfaction
  • Operate as the lead point of contact for any and all matters specific to your customers and outside Sales Reps and Manufacturing Reps
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
  • Engage customers proactively; maintain awareness of upcoming needs, forecasts, expected changes, expectations, etc. 
  • Recognize and pursue opportunities to up-sell and cross-sell Hynes products and services 
  • Other tasks and special projects are required

Job Requirements

Education & Certification

  • BA/BS degree in Business with an emphasis in Accounting or Finance
  • CPA a plus; not required

Experience

  • College education (Associates Degree, Bachelors preferred) recommended but not required
  • 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
  • Track record of meeting or exceeding performance goals

Knowledge, Skills, Abilities

•        Basic math skills

•        Professional grammar, oral and written communication skills

•        Ability to handle multiple projects both independently and as part of a team effort 

  • Professional level proficiency in Microsoft Excel, PowerPoint and Word
  • Customer orientation and ability to adapt/respond to different styles
  • Flexible, patient, empathetic to customer issues and situations

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