POLYTEK DEVELOPMENT CORP - Customer Service… at Polytek… · Kalamazoo

Polytek® Development Corp. is a leading manufacturer of mold making and casting materials. Polytek® is currently looking for a highly motivated, experienced, and extremely organized individual to join our rapidly expanding company.

*While this position has a remote option, the ideal candidate will be local to the Kalamazoo, MI area and work a hybrid schedule.

Essential Job Functions:

Major tasks and other key responsibilities include:

• Responsible for providing supervisory support to the Consumer Customer Service team and our customers.
• Set the example of how to deliver outstanding customer service and be a supportive team member.
• Answer the phone promptly and courteously, logging all calls into Zoho Desk and Talk Desk.
• Take phone, web and email orders and process them accurately using an electronic order processing system.
• Process credit cards appropriately.
• Provide customers with appropriate product literature, such as Technical Bulletins, Safety Data Sheets, and product catalogs.
• Routinely review and study available resources to best serve customers and understand available resources.
• Support the customer service and technical services teams with resource navigation.
• Encourage and promote best practices.
• Identify coaching opportunities and review regularly with management.
• Learn/understand product specifications, capabilities and mold making and casting methods.
• Understand and stay current on competitive products.
• Respond to customer inquiries regarding product specifications and capabilities and mold making applications.
• Help customers and team members troubleshoot problems with products and processes.
• Provide customers with product selection support and samples to promote sales.
• Present and maintain a positive attitude with regards to Polytek management policies and instructions.
• Promote a high-quality work environment so team members are motivated to perform at their highest level.
• Use appropriate judgement in upward communication regarding department or employee concerns.
• Support the customer service and technical support teams with call escalations and troubleshooting.
• Identify any customer problems and report them to management.
• Strong verbal and written communication skills, including active listening.
• Strong interpersonal and customer service skills.
• Excellent organizational skills and attention to detail with a willingness to learn.
• Ability to work a flexible schedule, which may include occasional overtime.
• Ability to work independently and in a fast-paced environment.
• Strong organizational and time management skills.
• Attend meetings with Brand Managers and provide customer feedback 
• Create and facilitate training for the customer service team 
• Create SOPs at the direction of the Customer Service Manager 
• Complete required standard operating procedures for returns 
• Demonstrates empathy and does not assign blame on customers but works to resolve issues even if they are a result of customer errors. 
• Perform other duties as assigned. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to sit at a desk for prolonged periods of time and work on a computer.
• Must be able to work in an office environment. 
• Must be able to talk, hear and see with vision abilities including close/near, distance, color and peripheral vision, depth perception and ability to adjust focus. 
• Must wear required Personal Protective Equipment (PPE) when entering manufacturing areas.  

Education and Experience:

• Must be able to understand, speak, write and read English. 
• High school diploma or equivalent or Associate degree required.
• 3 years of customer experience preferred.
• Must have ability to work a flexible schedule, including occasional overtime. 
• Must be proficient in Microsoft Office Suite, ERP and Gorgias knowledge is a plus.  
• Must have the ability to work independently in a fast-paced environment. 
• Strong verbal and written communication, organizational, and time management skills. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.