Job Title
Customer Service Representative
Company Name
Acosta Sheet Metal Mfg.
Company website
Company Overview
About Acosta Mfg.:
Acosta Mfg. is a family-owned sheet metal manufacturer, primarily supporting projects in residential and commercial sector, focusing on HVAC, roofing metals, and architectural metals. We have a nearly 50-year legacy in the Bay Area, and maintain our presence and service in the Greater Bay Area and approximately 100-mile radius. We are affiliated with the Sheet Metal Workers Union Local No. 104, allowing us to work for projects in a variety of sectors (schools, government, etc.).
Acosta Mfg. is a family-owned sheet metal manufacturer, primarily supporting projects in residential and commercial sector, focusing on HVAC, roofing metals, and architectural metals. We have a nearly 50-year legacy in the Bay Area, and maintain our presence and service in the Greater Bay Area and approximately 100-mile radius. We are affiliated with the Sheet Metal Workers Union Local No. 104, allowing us to work for projects in a variety of sectors (schools, government, etc.).
Categories
Job Duties
About the Position and Environment:
The customer service role is crucial, and plays a major role in the success of the customer experience. We handle customer inquiries at all fronts: in person, over the phone, via email, etc. This position requires a person to be able to manage their time and incoming work well, while always considering the best outcome for the customer. It requires knowledge, or ability to learn how to constantly reprioritize your workload throughout the day. It is imperative that the representative can manage stress with ease, confidence, and without any effect on the customer. This position is best suited for someone who thrives when working under pressure.
The environment is variable on the day-to-day, but the overarching goal is always the same: top-notch customer service is a must. Top-notch customer service for us means: always doing your best to understand a customer’s needs for their project; ensuring communication is done kindly, timely, and with comfortability in receiving feedback; ensuring that you and the customer have a mutual understanding of expectations; delivering on expectations as promised to customers and team members; etc.
While the position would be best suitable for someone with prior experience or knowledge in construction (primarily HVAC, mechanical engineering, sheet metal, etc.), the environment will enable the representative to learn along the way. Being able to quickly and effectively learn about the industry and it’s ever-evolving changes is a must. The representative must also be willing to learn how to use our proprietary technology and database systems in order to perform their job functions.
Objective:
The Customer Service Representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members across a range of departments. The representative is responsible for processing orders for merchandise received by telephone, fax, e-mail, or in-person at the office order counter.
*Note: COVID-related protocols, as mandated by local government and company policy, is required to be followed at all times.
Duties (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):
1. Provides timely and accurate information regarding customer order status and product knowledge requests.
2. Processes customer orders/changes/returns according to established department policies and procedures.
3. Informs customers of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
4. Prints shipment documents for sending items via external shipping service(s).
5. Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
6. Maintains detailed paper and/or digital files for documentation.
7. Assists in maintaining and monitoring electronic data for established
customers.
8. Follows up on orders to ensure delivery by specified dates.
9. Serves as liaison with manufacturing and shipping personnel.
10. Works with the accounts receivable department, when necessary, to resolve
disputed credit items, invoices, etc.
11. Receives, checks, and works to resolve customer complaints.
12. Generates correspondence to secure additional customer information to
resolve customer disputes.
13. Answers questions from customers or individuals on how a product operates
or directs them to the person able to assist them.
14. Ensures that quotes are processed through the quoting process in a timely
manner.
15. Types quotes and maintains files for all quotes that are processed.
16. Assists in maintaining customer name, email address, phone number, and physical address in database.
17. Provides timely feedback to the company regarding service failures or customer concerns.
18. Partners with the sales team to meet and exceed customer service expectations.
Skills/Qualifications:
1. Experience in the sheet metal industry (i.e. HVAC, roofing, etc.) preferred.
2. Leadership and initiative skills.
3. Communication proficiency.
4. Time management.
5. Punctuality.
6. Reliability.
7. Collaboration skills.
8. Personal effectiveness/credibility.
9. Flexibility.
10. Technical capacity.
11. Stress management/composure.
12. Customer/client focus.
13. Problem solving/analysis.
Supervisory Responsibility:
This position has no supervisory responsibilities.
The customer service role is crucial, and plays a major role in the success of the customer experience. We handle customer inquiries at all fronts: in person, over the phone, via email, etc. This position requires a person to be able to manage their time and incoming work well, while always considering the best outcome for the customer. It requires knowledge, or ability to learn how to constantly reprioritize your workload throughout the day. It is imperative that the representative can manage stress with ease, confidence, and without any effect on the customer. This position is best suited for someone who thrives when working under pressure.
The environment is variable on the day-to-day, but the overarching goal is always the same: top-notch customer service is a must. Top-notch customer service for us means: always doing your best to understand a customer’s needs for their project; ensuring communication is done kindly, timely, and with comfortability in receiving feedback; ensuring that you and the customer have a mutual understanding of expectations; delivering on expectations as promised to customers and team members; etc.
While the position would be best suitable for someone with prior experience or knowledge in construction (primarily HVAC, mechanical engineering, sheet metal, etc.), the environment will enable the representative to learn along the way. Being able to quickly and effectively learn about the industry and it’s ever-evolving changes is a must. The representative must also be willing to learn how to use our proprietary technology and database systems in order to perform their job functions.
Objective:
The Customer Service Representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members across a range of departments. The representative is responsible for processing orders for merchandise received by telephone, fax, e-mail, or in-person at the office order counter.
*Note: COVID-related protocols, as mandated by local government and company policy, is required to be followed at all times.
Duties (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):
1. Provides timely and accurate information regarding customer order status and product knowledge requests.
2. Processes customer orders/changes/returns according to established department policies and procedures.
3. Informs customers of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
4. Prints shipment documents for sending items via external shipping service(s).
5. Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
6. Maintains detailed paper and/or digital files for documentation.
7. Assists in maintaining and monitoring electronic data for established
customers.
8. Follows up on orders to ensure delivery by specified dates.
9. Serves as liaison with manufacturing and shipping personnel.
10. Works with the accounts receivable department, when necessary, to resolve
disputed credit items, invoices, etc.
11. Receives, checks, and works to resolve customer complaints.
12. Generates correspondence to secure additional customer information to
resolve customer disputes.
13. Answers questions from customers or individuals on how a product operates
or directs them to the person able to assist them.
14. Ensures that quotes are processed through the quoting process in a timely
manner.
15. Types quotes and maintains files for all quotes that are processed.
16. Assists in maintaining customer name, email address, phone number, and physical address in database.
17. Provides timely feedback to the company regarding service failures or customer concerns.
18. Partners with the sales team to meet and exceed customer service expectations.
Skills/Qualifications:
1. Experience in the sheet metal industry (i.e. HVAC, roofing, etc.) preferred.
2. Leadership and initiative skills.
3. Communication proficiency.
4. Time management.
5. Punctuality.
6. Reliability.
7. Collaboration skills.
8. Personal effectiveness/credibility.
9. Flexibility.
10. Technical capacity.
11. Stress management/composure.
12. Customer/client focus.
13. Problem solving/analysis.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Job Requirements
Required Education and Experience:
• 1+ years of experience in customer service, inside sales (not commission based), and/or other related field.
• Highschool Diploma or equivalent required.
• Associates Degree or higher is preferred.
• Computer experience required.
Work Authorization:
• Candidate must be legally able to work in the United States.
• Candidate must be able to pass an E-Verify® submission in order to qualify
for the position.
• 1+ years of experience in customer service, inside sales (not commission based), and/or other related field.
• Highschool Diploma or equivalent required.
• Associates Degree or higher is preferred.
• Computer experience required.
Work Authorization:
• Candidate must be legally able to work in the United States.
• Candidate must be able to pass an E-Verify® submission in order to qualify
for the position.
Compensation
This is an hourly position, within the range of $19-$24/hour
Benefits
Benefits: Healthcare benefits including Vision and Dental Coverage, 401(k), Paid holidays
Hours
6:00am-2:30pm
Location
San Jose, CA
How to Apply
Resume