Customer Service Representative

Description

The Customer Service Representative (CSR) is a critical member of the Darco sales team, acting as the bridge between our customers and Operations. This role will support industrial revenue growth by acknowledging and processing orders, communicating with customers on order-related issues, and coordinating with production and logistics for critical order updates. The CSR will collaborate with other functions and business units within Davlyn Group.

Davlyn Group is a fast-growing, privately owned technical textile company based in Spring City, PA, just outside of Philadelphia, with additional locations in Norristown, PA and Independence, VA. Through our Amatex, Darco Southern, Davlyn Manufacturing, and Norfab businesses, our products and engineering services are used by thousands of customers in over 50 countries to help keep heat in its place, improve safety, and increase productivity. DGH is a leading manufacturer of technical textiles, fabrics and yarns used in the appliance industry, industrial markets, and personal protective equipment (PPE).

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Qualify, acknowledge, and process customer orders
• Coordinate with production and logistics to proactively communicate respective customer order updates
• Collaborate with Group Sales and Production teams to optimize customer-facing processes
• Backup/support the broader customer service team as needed 
• Execute annual pricing improvement process per company strategy and ensure proper pricing is utilized for each order
• Answer general customer inquiries regarding products, availability, etc.  
• Updating CRM (Pipedrive) with customer RFQ’s and quotes, distribution of documents and maintaining customer order files.

Requirements

Skills:

• Professional communication skills, written and verbal.
• Organized with attention to detail.
• Proven ability to maintain and build strong relationships with customers.
• Ability to multi-task, prioritize, and manage time effectively.
• Satisfactory problem-solving skills to help resolve customer complaints or needs.
• Ability to work in a fast-paced environment and adapt to changes.
• Enthusiasm for collaborating with internal teams and being of service to customers.

Education/Experience:

• High school graduate or equivalent; associates or bachelor's degree, preferred.
• 3+ years working in customer service/account management.
• Experience with industrial or technical product sales, a plus.
• Experience working with an ERP system, preferred.
• Experience working with CRM systems; prior experience with Pipedrive, preferred. 
• Proficiency in Microsoft Excel, including the ability to work with pivot tables, VLOOKUP, data analysis and complex formulas.

Organizational Structure Category:

This role is an individual contributor, someone who provides specialized work & expertise and contributes directly to the Organization’s success without managing other people.

Travel:

This position does not require travel.

Position Type/Expected Work Schedule:

• This is a on-site, full-time, exempt role.
• The standard work schedule is Monday through Friday, 8:00 AM – 5:00 PM, with a 60-minute unpaid lunch.
• Departmental demands may necessitate additional work outside of the standard work hours.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.

Davlyn Group believes that all people are entitled to equal employment opportunities. Davlyn Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Davlyn Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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