performance driven since 2003

Troy Industries, Inc. Customer Service Representative

Summary:  As a Customer Service Professional, you will serve as a key contact and liaison for all customers to ensure their total satisfaction. You will interact with customers on an ongoing basis, handling requests via telephone and email and providing support needed in a timely, professional, and courteous manner.

Duties and Responsibilities:

  • Ensures all day-to-day customer related activities are dealt with in a courteous, accurate, timely manner, adhering to business standards.
  • Manage and oversee the sales and order processes providing timely and accurate information to customers, Sales, and Business Management.
  • Facilitate effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience.
  • Maintains and increases customer loyalty, by building relationships.
  • Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product.
  • Manage customer expectations by clearly communicating our commitments to the customer (i.e., delivery dates or problems resolution) and by promptly updating the customer with changes in status.
  • Recommend process changes to increase efficiency of operations and service to customers.
  • Comprehends and can follow well defined and documented systems, related instructions, and operational procedures.
  • Develops and maintains pro-active business relationships with customers, and where applicable, decision makers and sales representatives.
  • Independently and effectively prioritize daily tasks and follow up on resolutions that ensure customer satisfaction.
  • Investigate and resolve routine requests and customer complaints.
  • Demonstrated ability to work with limited supervision and exercises discretion and independent judgment involving comparing and evaluating possible courses of action.
  • Interact with internal and external areas to resolve issues accordingly and respond to requests in a clear and concise manner in an appropriate time frame.
  • Ability to travel independently and present at regional sales meetings and on-site at key customers to improve or grow relationships.
  • Participate on and/or lead project teams. Develops, communicates, and implements plans to successfully achieve project deliverables.
  • Maintain 100% of standards, metrics, and performance measurements, while delivering superior customer service.
  • Collect and catalog Voice of the Customer (VoC) inputs to provide management insights into issues affecting customer satisfaction.

Qualifications: 

  • A college degree and/or significant demonstrated experience in a customer service role
  • Prior manufacturing experience or supply chain experience preferred
  • Ability to multi-task and perform effectively under pressure
  • Ability to effectively prioritize and escalate customer issues as required
  • Excellent communication and presentation skills to effectively respond to customer’s requests or explain solutions to complaints/issues
  • Detailed, organized, and results oriented
  • Ability to learn and assimilate information quickly
  • Strong PC proficiency with a solid working knowledge of windows environment
  • Strong initiative and good decision-making ability
  • Able to challenge the status quo and make recommendations for process efficiencies
  • Strong team player who shows commitment to departmental goals
  • Skills in Microsoft Office (excel, word, PowerPoint)
  • Experience working with spreadsheets and formulas in Excel, particularly V-lookups and Pivot tables a plus.
  • Experience with firearms desirable, but not required. 
  • Experience with EPICOR desirable, but not required.
  • Drug-, alcohol-, and tobacco-free facility.
  • Must be U.S. Person and successfully complete background check.