Customer Service Representative

POSITION SUMMARY

The Customer Service Account Manager is the communication link between our customers, sales department and manufacturing. We support our customers and manage the process of creating custom cast and etched metal signs, features and monuments that often recognize signficant people, notable places and historic events. We provide high level, professional customer service by responding to customer inquiries by phone, email and written communication with customers, sales and manufacturing teams. We resolve mostly routine and some more complex problems with accuracy and efficiency.

JOB RESPONSIBILITIES

• Provide a high level of customer service via phone, email, and written communication to resolve problems and requests.
• Identify and assess customers’ service needs and act to resolve their request in a timely manner.
• Gather and communicate all product details via product quote and order documents using several software programs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• High School Diploma or GED.
• Associate Degree or equivalent from two-year college or technical school preferred.
• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience.
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management.
• Self-motivated with critical attention to detail, deadlines and reporting.
• Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

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Matthews Memorialization is a leader in the memorialization industry who is committed to helping customers grow their businesses and helping families move from grieving to remembrance by providing products of superior craftsmanship and revenue generating programs and services. Within this industry, our Environmental Solutions is focused on the design and manufacture of advanced combustion systems. Matthews Memorialization is a (MATW) Matthews International company.

At Matthews International, what makes us different is what makes us great. We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need.

Matthews International affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law.  Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

Matthews International endeavors to make our employment website and application process accessible to all users and applicants. In doing so, Matthews International provides reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.