Customer Service Rep

Summary:

Under general supervision, the Customer Service Rep will act as a primary contact and lead for internal and external customers requiring the purchase of product. This role is responsible for providing customers accurate and timely responses by coordinating with shipping, manufacturing, and planning for the on time delivery of product, while functioning within a team-based environment.

Responsibilities:

• Provides customers with premium care, with a sense of urgency acting as the voice of the customer, analyzing feedback and providing appropriate responses.
• Receives and acts on all customer calls, faxes, e-mail and voicemail.
• Updates customer order status reports and milestones
• Addresses inquiries regarding product pricing, availability, concerns and problems
• Prepares initial quotations, setting product price, and lead time.
• Reviews purchase orders and enters into computer; verifies drawings revisions, quantity, quality requirements and any other pertinent information.
• Acknowledges purchase orders, shipments and change notices
• Interacts with internal departments to research and resolve customer problems
• Works in a team environment to meet business objectives and goals
• Manages sales and transfer orders from quote to invoice. Quote and Order Process will include but not be limited to:
  • Product and Order Research
  • Product and Order Pricing
  • Quote Generation and Tracking
  • Order Generation and Tracking
  • Order Expediting
  • Document Retention
• Communicates with regional sales team for status of order and position of sales
• Provides sales and administrative support for pricing and invoicing
• Prepares monthly, weekly or daily open order reports for internal and external customers
• Monitors trends and evaluates the performance assessed against monthly sales goals
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Works on project teams and lean events as needed.
• Works on continuous process improvement in all areas.
• Maintains an efficient organized work environment.
• Strives to maintain share with assigned accounts, always looking for opportunities for growth and new business.

Skills:

• High degree of organization and detail focus
• Strong time management skills
• Comprehensive understanding of manufacturing systems, especially production and inventory control
• Accurate data entry skills along with proficiency with computer applications inclusive of Word, Outlook and Excel
• Strong written and verbal communication skills along with dynamic telephone presence
• Should exert sound judgment, discretion and preserve confidentiality
• Flexible to work during non-business hours
• Able to work independently and exercise sound judgment

Education and Experience:

• Associates degree in Business, Communications or Related Discipline or equivalent experience required (Bachelor’s Degree preferred)

*Note: This Job Description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by the Supervisor. All requirements are subject to change and updates.