Customer Service Representative
We excel at helping customers succeed in their market place by creating value through continuous improvement. With a professional staff that includes dedicated quality engineers, we are deeply committed to ensuring superior quality manufactured and distributed parts.
The Customer Service Representative works supports the profitable growth of customers through purchase order management utilizing the operating systems including the Company’s Mainframe computer, manufacturing and guidelines for planned deliveries. A certain degree of creativity and latitude is required to successfully perform the position duties.
Qualifications
Bachelors degree in business or related field with 2-5 years experience in the field or related area. Familiar with standard concepts, practices, and procedures within the procurement, materials management, and/or inventory distribution fields. Knowledge of manufacturing industry and manufacturing processes.
· Strong skills with computers in a manufacturing environment; proficiency in Microsoft Office, particularly Outlook (E-mail and calendar functions in particular) and Excel. Strong keyboarding skills.
· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Position Responsibilities
· Collaborates with appropriate staff and management and with customers to ensure timely and quality delivery of parts, and to meet the company mission statement.
o Works under pressure and in a fast paced environment to support deliveries to branded OEMs; processes orders for custom manufactured parts.
o Handles multiple projects and customer orders at once; coordinates details to ensure timely delivery of parts to customers.
o Utilizes internal and external resources, coordinates with resources through excellent verbal and written skills; utilizes diplomacy to support customers.
· Oversees the daily work processes and relationships which result in planned replenishment orders to customers. Monitors, extracts and acknowledges customer replenishment information according to established schedule and expectations.
o Enters sales orders/release information into system and executes the planning process.
o Performs supply chain processes to ensure timely delivery of required materials.
o Communicates with manufacturing, procurement, and other staff when delivery lead times have been compromised through material/procurement issues.
o Aids in planning work flow in accordance with machine and personnel capacity, production schedules, and anticipated delays.
o Assists with the continual assessment of current and future relationships with customers.
o Utilizes policies and controls to work within the accepted order entry guidelines.
o Tracks, analyzes, and provides recommendations on work processes and process improvements.
· Responsible for the customer service/client relationship on assigned accounts; responsible for front line delivery of all customer service.
o Understands, in detail, the variability’s and intricacies of a given set of accounts.
o Manages and documents customer system changes.
o Escalates customer service issues, including but not limited to: problems with service, pricing or quality, to the appropriate staff members.
o Processes purchase orders as needed utilizing policies and controls to work within the accepted order entry guidelines.
o Responds to inquiries from customers and other employees.
o Looks for new opportunities to do business with customers and works with other staff to pursue such opportunities as they arise.
o Reviews customer scorecards: accepts or documents correct scorecards, disputes and leads dispute resolution process for incorrect scorecards.
· Leads collaboration and communication efforts with supervisor, company staff, and consultants on operations and general issues.
o Promptly shares reliable and complete information to others who need it.
o Demonstrates effective communication skills and problem solving skills; notifies supervisor in a timely fashion of any work-related concerns/suggestions.
o Attends meetings and/or is responsible for procurement/purchasing information given at meetings and through other organizational channels.
o Plans, organizes, and conducts effective meetings including prepared agendas and addressing areas of special concern.
o Maintains appropriate confidentiality of company plans and operations
· Upholds appropriate confidentiality of company plans and operations.
· Participates in cross-training and teaches other staff respectfully
· Maintains a thorough understanding of department-specific, Safety and work-related policies.
o Understands critical success factors for employment
o Participates in Safety Programs
· Promotes Values of Service, Imagination, Continual Growth, Contribution, and Integrity.
· Performs other related duties as assigned.