KMC Rubber is a company that offers a unique work experience because no matter what your title is, you’ll play an important role in the development and manufacturing of some of the most innovative rubber compounds in the world. KMC is constantly on the lookout for motivated individuals who lead by example and inspire others to greatness. The opportunities are endless for those who believe that job satisfaction and success begin with a satisfied customer.

KMC Rubber is seeking a highly motivated and results driven individual to join our Athens, GA team.

Position Summary

As a Customer Service Representative, you will be the primary point of contact for our valued customers, providing exceptional support and ensuring their needs are met promptly and professionally. You will play a crucial role in maintaining strong customer relationships and contributing to our company's reputation for outstanding service. This is a fast-paced, high-volume environment requiring strong communication skills, problem-solving abilities, and a customer-centric mindset.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Respond to customer inquiries via phone, email, and in-person, providing accurate and timely information.
• Process order confirmations and acknowledgements.
• Track shipments and resolve any order related issues.
• Update and maintain the required reports to our customers on a daily basis.
• Handle customer complaints and resolve problems efficiently and professionally, escalating complex issues with appropriate internal/external personnel as required.
• Record and distribute customer order changes.
• Process customer returns.
• Maintain accurate customer records and update information in our systems.
• Collaborate with sales, production, and shipping departments to ensure seamless customer service.
• Coordinate accounting credit forms for approval
• Assist sales personnel as needed on customer accounts
• Communicate with necessary supervision to avoid problems between plant and customer
• Develop working relationship with all other plant department employee/managers.
• Implement, maintain, and support all company policies and procedures, including safety program, and good housekeeping.
• Meet or exceed customer service goals and performance metrics
• Support vision, mission and guiding principles of the company
• Follow all company safety and environmental policies
• Follow Quality system protocols and report any discrepancies
• Proactively identify opportunities to improve customer service processes and efficiency.
• Additional duties may be assigned by management.

Qualifications:

• Proven experience in a customer service role, preferably in a manufacturing or industrial environment.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced, high-volume environment.
• Computer literate; proficiency in ERP systems and Microsoft Office Suite; data entry skills
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or graphic form.
• Ability to solve a variety of problems and deal with situations where limited information or standardization exists.
• Ability to add, subtract, multiply, divide in all units of measure.
• Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.
• Quality standards – both ISO and QS
• A positive attitude and customer-focused approach.
• Knowledge of rubber manufacturing processes or related industries is a plus.
• High school diploma or equivalent; associate's or bachelor's degree preferred.

Physical Demands and Work Environment

• The employee is regularly required to sit, stand, walk, and talk or hear.
• The employee is sometimes required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• May be required to work outside of normal business hours.
• While performing the duties of this job, the employee is sometimes exposed to an environment subject to hot and cold temperatures; wet and or humid conditions; loud noises; and airborne particles.

Leadership Attributes

• The individual must possess the following:
• Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.
• Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.
• Excellent employee relations skills including being an active listener, applying both positive and corrective feedback.
• Demonstrate confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.
• Professional appearance to support his/her role as a representative of the company.

Performance Measurements

• The performance of the CSR will be measured as follows:
• Operating standards - the employee will need to meet or exceed the Operating Standards in the areas of safety, customer service and customer satisfaction. Such standards will be set annually and communicated.
• Personal growth - while the company will provide the tools to assist the CSR to grow professionally the responsibility for moving forward lies with the individual. Each year there will be goals developed and agreed to by the Managing Director and his/her superior.

KMC Rubber is an Equal Employment Opportunity Employer. We offer Paid Time Off, medical, dental, vision and 401K.