Description

The Customer Service Representative supports our outside Sales Managers, processes customer orders, responds in a timely manner to customer inquiries regarding order status, product availability and pricing, collaborates with our manufacturing facilities to assure timely delivery of product, as well as answer incoming phone calls. The Customer Service Representative will learn product knowledge to be able to collaborate across the organization to provide accurate and timely information to ensure customer satisfaction while building and strengthening customer relationships. 

Requirements

 Key Responsibilities: 

• Input customer orders and changes into order entry system while maintaining order board
• Assist customers and distributors with pricing, delivery, and method of shipment
• Review pricing on customer purchase orders and enforce minimum lot sizes
• Acknowledge receipt of orders to customers
• Authorize customer returns and follow-up with plant personnel. Issue credits upon receipt of customer returns
• Support outside Sales Managers
• Act as “liaison” between plant personnel, product/sales managers, and the customer
• File purchase orders, contracts, quotes, correspondence to support Quality System record retention
• Expedite deliveries for customer inquiries and past due
• Follow stated procedures related to SOX and TS
• Prepare NAFTA paperwork when required
• Release tooling invoices at the time of initial order shipment 
• Follow up on NPI (New Product Introduction) to ensure timely order entry
• Assist with physical inventory if needed
• Diligent order/contract review required to maintain ISO compliance
• Generate system reports and excel spreadsheets as needed to support customer and/or sales requirements

Education: 

• High school diploma required
• Bachelor’s Degree in Business Administration (highly preferred)

Experience and/or Training: 

• 1-3 years’ experience in customer service with a strong knowledge of shipping regulations (preferred)
• Professional attitude with the ability to communicate clearly and effectively at all levels
• Ability to resolve customer related problems or gather accurate information to pass on to others as needed
• Ability to listen attentively, make sound decisions, and speak with confidence
• Attention to detail and ability to follow up is critical, ability to meet deadlines
• Must be a motivated initiative-taker with the ability to work independently and/or in a cross-functional work team environment
• This person must view customer complaints as an opportunity to satisfy the customer, rather than a negative experience
• Familiarity in working within a manufacturing environment is a plus!

Technology/Equipment: 

• Microsoft Office and other computer skills