Customer Account Rep (Manufacturing)

Radiac Abrasives, Inc. is a leading manufacturer of conventional bonded and superabrasive grinding wheels. For more than 100 years, Radiac has delivered industry leading technology and quality products and service to the metal finishing industry.

We are currently looking for an Customer Account Representative to join our team at our soon to be Naperville, IL facility. We are currently in Oswego moving to Naperville this summer.

We offer competitive wages and excellent insurance benefits (Medical, Dental, Vision, Short Term Disability and Life) plus a 401(k) retirement savings plan after 30 days of employment.

Basic Function:
The Customer Account Representative provides world class customer support to both internal and external customers while maintaining complete awareness of all matters for assigned customers. The CAR follows all internal policies and procedures to help meet company goals for revenue growth and profitability.

This position is the primary internal representative of our organization and must convey to the customer a sense of expertise in grinding wheels, services and capabilities. The CAR is also responsible for communicating customer requirements to our engineering, technical, and production teams in accordance with established processes.

Making what matters work at Radiac takes the passion of every employee. We place value on working effectively, maintaining and fostering good relationships to customers, finding the best people for our company and communicating our first-class reputation in the industry to the public at large.

Essential Functions:

1. Communicate directly with customers and outside sale representatives via phone and email to represent the company and obtain orders.
2. Track and report late orders and expedite requests for the production department to prioritize efforts in reduction of late orders, and best solutions for expedite requests
3. Process customer orders in a courteous, efficient, and timely manner
4. Organize workflow to meet customer deadlines
5. Understand and appropriately use the company pricing system and policies
6. Review quotes, orders, shipping documents, and invoices for accuracy
7. Follow systems and procedures outlined in company manuals/systems
8. Provide confirmations and updates to Customer, Sales, Production, and direct supervisor
9. Pro-actively draw out customer information to better service order requirements and provide a high level of customer satisfaction through active listening skills
10. Pro-active customer order management through anticipating customer needs and knowing order patterns
11. Be responsible for ensuring issues are escalated to managers for prompt investigation and action as required

Skills:

1. Strong interpersonal and communication skills, and the ability to effectively interact with customers, subordinates, and other members of management via the phone, e-mail, and other written and verbal communication mediums
2. Minimum of 2 years technical customer service experience, preferably in a manufacturing environment
3. Demonstrated knowledge of all Microsoft Office programs: Word, Excel, and Outlook
4. SAP experience preferred
5. Ability to multi-task and meet deadlines is critical
6. Contributes to a positive team spirit; works together with others to meet common goals

Experience and Education:

1. Bachelor’s Degree or equivalent combination of education and/or work experience preferred
2. Knowledge of industrial/manufacturing Customer Account processes.
3. Strong attention to detail, possessing a sales aptitude interested in preventing errors and solving problems

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