Meridian Adhesives Group is a rapidly growing full service global adhesive solutions provider, specializing in adhesive technologies used in electronics, industrial, and infrastructure applications. Fueled by a series of strategic acquisitions since its formation in 2018, Meridian has established itself as an adhesive technology leader for a broad, global, blue-chip customer base comprised of OEMs, distributors, and industrial clients with an expanding global footprint.
ROLE AND RESPONSIBILITIES
We are seeking a hard-working and self-motivated Senior Customer Service Representative to join our American Sealants Inc. (ASI) team at our Fort Wayne location and provide exceptional service to our key clients. The Senior Customer Service Representative will be the primary point of contact for key clients, ensuring their needs and inquiries are handled promptly and professionally. The Senior Customer Service Representative will play a crucial role in maintaining the client's satisfaction and loyalty by providing personalized support tailored to specific requirements.
Primary job functions include but are not limited to: • Client Support: Serve as the dedicated point of contact for key clients, addressing all inquiries and concerns via phone, email, or chat, promoting customer satisfaction. • Issue Resolution: Quickly identify, troubleshoot, and resolve client issues, ensuring minimal disruption to their operations. • Relationship Management: Build and maintain a strong, positive relationship with the client, understanding their needs and anticipating future requirements. • Client Reporting: Prepare and deliver regular reports on client interactions, feedback, and service performance to internal teams. • Product Knowledge: Maintain a deep understanding of the company's products and services to provide informed advice and support to clients. • Process Improvement: Identify and suggest improvements to existing processes to enhance the client's experience. • Documentation: Accurately document client interactions and resolutions. • Training: Provide training and guidance to the client on new processes as needed. • Sales Support: Collaborate closely with regional sales representatives to provide customer insights, assist with inquiries, and ensure seamless communication between the client and sales team. • Interdepartmental Collaboration: Facilitate effective communication and collaboration between departments, ensuring that client needs, and feedback are clearly conveyed and that cross-functional teams are aligned to deliver optimal solutions.
INVENTORY MANAGEMENT • Maintenance of private label, obsolete inventory, DOH, customer supplied components. • Manage color matching to finished parts and relabeling • Manage relabeling samples • Understanding product processes and procedures • Work with shipping to obtain freight costs • Enter orders and provide forecast • Coordinate advance shipping notice, special requests and prioritization with production and buyer • Communicates needs for BOM's, SOP's and other part relevant documents
PRIVATE LABEL AND CONTRACT PACKAGING • Handle private label process for sales to the customer • Ensure part numbers are made • Coordinate new part specs with buyer (new box design, tubes), approving artwork and filing of customer paperwork • Ensure inventory commitments are signed • Approve SOP's
QUALIFICATIONS AND EDUCATION REQUIREMENTS • Experience: Minimum of 5 years in a manufacturing, customer service role. Bachelor's degree preferred, must have a high school diploma or equivalent. • Customer-Centric: Passionate about providing exceptional service and exceeding client expectations, previous experience managing high-profile clients a plus. • Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and concisely. • Problem-Solving: Strong problem-solving skills with a proactive approach to finding solutions, high proficiency of math. • Attention to Detail: High level of accuracy in documentation and follow-up. • Adaptability: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Team Player: Ability to work effectively within a team while also being self-driven. Must be over 18 years of age and legally authorized to work in the United States.