Description

Job Type: Full-time, non exempt / On Site Claremont, NH

• Act as primary contact for customers via email and telephone, providing a high degree of personalized attention; Facilitate price quotes and follow-up with customers on open quotes by directly, proactively, contacting them. Process PO’s into sales orders, issue order confirmations, initiate RMA’s/Replacement orders within ERP system (M1). 
• Respond to customer inquiries in a timely and professional manner, (email, phone) – complete tasks in accordance with the departmental guidelines (KPI’s) for timeliness, completeness, accuracy, and helpfulness.
• Proactively communicate to customers any change in order status that may impact expected/requested delivery dates.
• Advocate passionately for the customer. Take ownership of their concerns. Be proactive in identifying roadblocks, be creative in developing solutions and demonstrate a sense of urgency that will cultivate and improve customer relationships. 
•  Initiate new customer account set up, maintain the integrity of our M1 database by identifying/correcting/communicating inaccuracies in customer information, parts, and/or pricing.
• Collaborate daily with internal departments; Engineering, Technical Support, Sales, Purchasing, Logistics and Accounting to help smooth processes and effectively balance the needs of both our customers and the business. 
• Provide Administrative support to Sales Team; relay customer information, research quote history/sales data and prepare weekly and monthly sales reports. Assist with gathering market intelligence to secure and enhance market position.
• Maintain non-conformance log for product quality issues, RMA’s and tracking customer concerns; identify trends, cost analysis, document corrective actions, guide process improvements and ensure timely issue resolution.
• Make recommendations to management concerning improvements to processes and procedures, requirements and other needs as identified.
• Assist with general departmental operations, manage shared mailboxes, other duties and/or special projects as assigned.

Requirements

• College degree preferred
•  3-5 years of customer service experience, preferably within a manufacturing environment 
• Collaborative, detail oriented - Problem solver with an aptitude for research
• Resourceful in use of reference material to be equally effective working independently or in a team 
• Efficient time management and organizational skills, use sound, independent judgement in balancing priorities
• Demonstrates a calm, composed demeanor. Has a natural ability to diffuse customer escalations with exceptional and succinct communication skills
• Well-developed professional and inter-personal skills; Displays integrity, confidence, perseverance and humility in building relationships with trust and mutual respect
• Adept in using MS Office Suite, with strong Excel skills 
• ERP experience, M1 knowledge is a plus
•  Knowledge and working experience of ISO quality system is a plus