Customer Service Representative

About Ruland Manufacturing

Ruland Manufacturing, founded in 1937, is a stable and growing family owned domestic manufacturer of shaft collars, rigid couplings, and motion control couplings. We are a culturally diverse company with 65 employees representing more than ten countries. Ruland has sales and marketing offices in Berlin, Germany and Shanghai, China to support Ruland exports to local customers in these markets. Our internal teams consist of operations/manufacturing, marketing, sales, customer service, engineering, and accounting working together to exceed customer expectations. We contribute to our community through our donation of time and parts to the FIRST Robotics Competition. Our vision is to be a 100-year-old successfully run family business.

Qualifications

Ruland Manufacturing is looking for an energetic, upbeat, and professional Customer Service Representative to join our growing team. This important contributor will play a critical role in the interaction between Ruland and its current and prospective customers and must have a customer first mindset. Success is measured through several different hard and soft metrics that capture customer satisfaction. The ideal candidate will be self-motivated, hardworking, team oriented, and an excellent oral and written communicator.

Ruland Customer Service Representatives are responsible for customer inquiries, order entry, order acknowledgements, invoicing, accounts receivable, verifying terms and conditions are signed, and transactional customer communication. To effectively complete all these tasks the best candidate will be organized, pay close attention to detail, work productively, communicate with customers and internal employees, and be a willing learner. This position requires someone with high energy that is excited to help customers daily.

Ruland Customer Service Representatives are the first human touch point for our customers and must be pleasant, a good listener, and even tempered. We expect every call to be answered on the first ring to support our industry leading service experience. Phones are integral to how customers reach us and the ideal person will enjoy helping customers with a variety of inquiries such as price and delivery requests, order taking, and part number identification.

Ruland uses a variety of systems to help customer service manage their day-to-day workload such as Outlook, ERP, CRM, and internal chat allowing for efficiency in a dynamic fast-paced environment. Our new Customer Service Representative must have high aptitude for these types of software systems and respond well to changes that will allow technology to help her or him provide a better customer experience.

Ruland is a fast-growing, family owned, domestic manufacturer that promotes a team-based work culture. Customer Service Representatives are trained in all aspects of the job allowing for better collaboration and input on process changes that enhance customer experience. This also ensures an even, but varied daily workload. Customer service has regularly scheduled hours with the first person starting at 8:00am and last person ending at 6:00pm most days. As a small manufacturer, the company has key employees in accounting, engineering, sales, marketing, and operations that may give customer service direction without oversight from the reporting manager for a quicker customer response time.

Qualifications

• Enter orders into Ruland’s ERP (Exact Macola).
• Communicate regularly with teammates in customer service.
• Respond to customer inquiries through phone, email, and fax.
• Work with a variety of technologies such as ERP, EDI, CRM, internal chat, Outlook, and eCommerce platform.
• Interface as customer advocate with engineering, technical support, manufacturing, shipping and accounting departments.
• Assist accounting with accounts receivables.
• Friendly disposition when talking to or emailing customers.
• Willing to adopt new technologies and associated processes.
• Make process change recommendations that enhance the performance of customer service.
• Contribute to a fun and safe work environment.

Specifications Required

• High school degree, GED, or equivalent work experience.
• Fluency in written and spoken English.
• Experience with computers and Microsoft Outlook, Word, and Excel.
• Willing and eager to learn.
• Must have a customer first mindset which is measured through customer experience feedback.
• Basic math skills such as the ability to add and subtract fractions and convert fractions to decimals.

Preferred

• Experience working in a fast-paced environment.
• Experience entering orders directly into an ERP such as Exact Macola.
• Experience managing email and customer contact information in a CRM such as Microsoft Dynamics, Salesforce, or Sugar.
• Worked in a company with high customer contact.
• Worked for a small to medium size or family owned company.

Desired

• Additional written or verbal language skills such as Spanish or German.
• Past customer service experience.
• Experience working with managers in different functional areas.
• Experience working for a manufacturing company.
• Capable of using metrics to make process recommendations.

Why Ruland?

• Family owned and growing domestic manufacturer.
• Medical and Dental insurance.
• Short and long-term disability.
• Monthly Bonus ranging from 0-15%.
• Holiday, Sick and Vacation pay.
• Perfect attendance reward program.
• 401(K) after 6 months of employment including a company match.
• Direct Deposit.
• Employee Referral Program…Earn up to $200 for referring a friend!