Job description

About Us:

Quality Enclosures, Inc. manufactures the highest quality shower enclosures and tempered glass with unmatched customer service. Consisting of multiple tempering and manufacturing facilities throughout the eastern United States, Quality Enclosures is a family-owned and operated company devoted to our employees – YOU make us the best at what we do! The Quality Enclosure philosophy is “hire to retire” and we’re excited to have you join our growing family.

Primary Responsibilities:

The Customer Service Representative (CSR) position involves interpreting customer-submitted drawings and entering configuration details into the order/quote entry system. CSRs are required to efficiently manage large amounts of information that are often sensitive or confidential. This position is responsible for tracking, sorting, identifying, and interpreting data as well as providing the customer with suitable options and/or alternatives when items are out of stock or have long lead times. The ideal candidate will provide world-class customer service with attention to detail and a focus on building customer trust and loyalty.

Summary of Job Duties:

Order and quote processing:

• Translate customer data and accurately enter configurations into data entry system
• Work directly with customers to resolve any inconsistencies or questions related to orders
• Proofread orders prior to submitting, ensuring data entry accuracy to minimize errors
• Escalate orders that do not comply with our safety standard specifications to team lead
• Interpret and enter a high volume of customer orders efficiently
• Meet order and quote entry deadlines
• Ensure all orders are entered on the day received, prior to cutoff
• Ensure all quotes are returned to customers within four business hours of receipt
• Follow company guidelines and processes for data entry best practices
• Provide feedback to improve or update documented processes and procedures

Customer Service:

• Professionally engage customers in both written and verbal communications to resolve issues related to customer orders, quotes, and deliveries
• Build solid customer relationships utilizing outstanding customer service skills
• Promptly answer incoming calls for assigned team via customer service queues
• Assist customers with all inquiries, including order status, general questions, pricing, quoting, etc.
• Escalate customer inquiries, as required, following proper protocol
• Maintain ownership and accountability for customer issues through resolution

Contribute to team efforts:

• Attend all scheduled customer service training sessions
• Actively participate in all team and company meetings
• Share thoughts and ideas to improve customer service and ensure the success and growth of our customers and our company
• Identify and share opportunities to improve processes and systems within the Customer Service Team
• Document processes and best practices, and create SOPs and reports, as assigned

Education, Experience & Skills Required:

• High School Diploma or Equivalent
• Strong customer service skills
• Professional and courteous attitude
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to prioritize workload and meet deadlines
• Ability to multitask and work independently
• Ability to use logical thought processes to resolve issues and find alternative solutions
• Ability to read and translate customer drawings related to shower enclosures
• Mathematical skills including addition, subtraction, multiplication, division, fractions, and decimals are required
• Proficiency with reading a tape measure
• Intermediate experience with Microsoft Word, Excel, and Outlook
• Technical background preferred, but not required

Working Conditions:

The CSR works primarily indoors but may have exposure to warehouse and production areas. All employees should be aware when walking through warehouse areas there may be exposure to sharp and rapidly moving equipment, sharp tools, and materials. Caution must be used when walking through warehouse and loading docks to stay clear of production workers. Proper PPE is required in the warehouse and production areas.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Overtime

Experience:

• Data Entry: 2 years (Preferred)
• Customer service: 2 years (Preferred)

Work Location: One location

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