Customer Service Representative, Sr.

The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.

Key Responsibilities:

This role encompasses the following core duties, with additional tasks assigned as needed to meet customer requirements:

• 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.

Qualifications and Experience:

• Minimum education-High school diploma or equivalent, college experience preferred
• 5-7 years of proven success as a Customer Service Representative, with 5+ years of experience in business-to-business customer service.
• 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.
• Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
• Proficient with working in an ERP system (SAP preferred)

Skills and Competencies:

• Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
• 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.

Physical Requirements:

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

Core Values:

• Integrity: Always act ethically, no matter the circumstance.
• Innovation: Continually explore new ways to enhance our people, products, and processes.
• Agility: Act decisively to adapt to changing market and business needs.
• Accountability: Take ownership of responsibilities, commitments, and outcomes.
• Respect: Treat everyone with fairness, dignity, and honesty.

Our Culture:

• Driven by quality in products and services.
• Embraces change and continuous improvement.
• Fueled by intellectual curiosity.
• Focused on delighting both internal and external customers.

 Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization unavailable.

Your well-being matters at Bosch! We offer a competitive compensation and a benefits package designed to empower you in every area of your life. This includes premium health coverage, a 401(k) with generous matching, resources for financial planning and goal setting, ample paid time off, parental leave, and comprehensive life and disability protection. We're investing in your success! Bosch Benefits | Bosch in the USA

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Equal Opportunity Employer, including disability / veterans 

By submitting an application for employment with Bosch, you represent and warrant that: (a) the work product and materials you submit are your own and reflect your personal experience, skills and qualifications; and (b) you have not used artificial intelligence or automated tools to generate, alter, or enhance application materials or responses in a manner that misrepresents your identity, authorship, experience, capabilities or qualifications.