Senior Customer Service Representative

• Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.
• Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
• Mentor Customer Service Representatives, providing performance feedback.
• Maintain clear, proactive communication with customers, providing accurate technical or product-related information.
• Process and route customer orders/changes accurately using SAP.
• Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
• Support CH200QPPM quality objectives and drive related improvement initiatives.
• Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.
• Partner with Sales to implement pricing updates in SAP.
• Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
• Stay informed about products, services, and industry trends.
• Embrace change, seek continuous improvement, and work independently with minimal supervision.
• Complete special projects and other duties as assigned.

• Ability to sit for extended periods.
• Occasional work on the manufacturing floor to monitor and update customer orders.

• 5-7 years of proven success as a Customer Service Representative, with 5+ years of experience in business-to-business customer service.
• High school diploma
• Background in manufacturing or customer service within a manufacturing environment is highly desirable.
• Strong track record of effectively managing customer orders, resolving issues, and addressing complaints across all levels.
• Proactive, hands-on approach to consistently surpassing client expectations.

• Exceptional customer service expertise with a proven record of success.
• Superior verbal and written communication skills, paired with professional phone etiquette and extensive job knowledge.
• Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
• Committed to excellence, maintaining high standards with meticulous attention to detail.
• Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
• Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
• Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.
• Professional communicator, fostering strong relationships with diverse individuals at all levels.
• Fluent in reading, writing, speaking, and understanding the primary workplace language.
• Respectful and responsive to diverse perspectives, building positive connections with customers and colleagues.

• Prioritizing Your Health: Access to high-quality medical, dental, and vision plans; Health Savings Accounts (HSA) and Flexible Spending Accounts to make managing your healthcare easier; plus wellness programs to help you stay healthy and energized.
• Securing Your Future: We offer a 401(k)-retirement plan with company match, safe harbor contribution into the 401(k) and provide resources to help you confidently plan for retirement.
• Supporting Your Life: Paid time off to recharge and pursue your passions, and tuition reimbursement to invest in your professional development.
• Providing Peace of Mind: Access to life insurance and disability coverage to protect you and your loved ones.

• Must have US work authorization.
• Indefinite U.S work authorized individuals only. Future sponsorship for work authorization is not available.

Bosch