Essentra Components are a global market leader in plastic injection molded, vinyl dip molded and metal components. We have a history of over 65 years, producing essential components across a huge range of industries and applications. Making it easier for our customers is our top priority. That's why we operate internationally in 29 countries across 4 continents. With every order, we offer a hassle-free experience through our 14 manufacturing facilities, 34 distribution centres and 40 sales and service locations.

We have over 45,000 standard parts and one of the world’s most extensive product offerings, all available for immediate dispatch and fast delivery. Our product range features caps and plugs, wire and cable management, flange protection, knobs, handles and grips, access hardware, PCB and electronics hardware.

Our Vision is to be “The world’s leading responsible hassle-free supplier of essential industrial components”.

Job Description:

Essentra is hiring a Customer Service Representative for our Erie, PA location. This is an onsite position. This role is responsible for providing hassle free service to all customers in the Automotive, OEM and Distribution sectors. The representative must possess strong critical thinking skills and be able to offer quality communication with both internal and external contacts and customers. This is a hybrid job that requires working onsite 3 days per week.

Typical Accountabilities:

• Process orders, blanket orders and release schedules in order entry system.

• Review orders for availability, accuracy and pricing.

• Inform customer of shipping date and any possible delays.

• Respond to customer inquiries within 2 hours.

• Be able to offer medium to high level complexity of customer support and possess high level dispute resolution and complaint management skills.

• Access customer portals on an as needed basis.

• Handle customer service inquiries with a sense of urgency.

• Work hand in hand with our EDI team.

• Work directly with production and supply chain to resolve order fulfilment issues.

• Expedite orders at customer request.

• Change/update/maintain existing customer information.

• Cooperate with other members of the team to meet customers’ needs.

• Work directly with Sales Reps regarding customer orders, pricing and payments issues.

• Work directly with Finance to resolve any short pays or overpayments. Log discrepancies.

• Manage quality issues to gain better understanding and resolve on a timely manner. Log customer complaints.

• Gather information regarding pricing, costs, account status, shipment history, etc.

• Maintain the highest standard of safety in the office and warehouse and hold others to the same standard.

• Attend department meetings as required.

• Perform other related duties as assigned.

Qualifications:

• High school diploma required and at least 2 years of related office experience in customer support.

• General PC skills and proficient in Microsoft Office (Outlook, Excel, and Word)

• Must act with openness, honesty, and integrity

• Must be detail-oriented, accurate, and act with a sense of urgency.

• Must have strong verbal and written communication skills

• Ability to multi-task, prioritize, and manage time effectively

• Strong problem-solving skills

• Must be a positive thinker/team player and have a can-do attitude

• Provides “Hassle-Free Customer Service”

• Basic to mid-level math and analytical skills

• Exemplifies Essentra’s health, safety, and employee engagement culture.

• Ability to successfully navigate multiple conversations and communications simultaneously through effective multi-tasking.

• Must be able to positively manage frustration and stress in a fast-paced atmosphere.

• Must be patient, empathetic and be able to put themselves in the customers’ shoes.

• Must be able to identify and assess customers’ needs to exceed their expectations.

• Ability to manage difficult or emotional customer situations with professionalism and diplomacy.

What We Offer:

We offer a competitive salary, annual bonus incentive, full benefits package, and generous paid time off.