About Us:

SMC, Ltd. is a globally recognized premium supplier to the medical market with locations throughout the world. People committed to speed, technology, and exceptional performance are the cornerstone of our organization. Comprised of dedicated people and decades of manufacturing experience, we have continued to experience strong growth and currently have outstanding career opportunities for equally dedicated people.

We currently have an exciting opportunity in our Logistics department for a Customer Service Representative at our Devens, MA location.

Provide customer service management for key accounts. Using company ERP system, manage all details of customer Sales Order System. Verify accuracy of SMC information against purchase orders received and apprise SMC and customer of status of customer’s orders and need. Represent the customers’ interests in internal matters and interactions with SMC associates insuring customer’s needs and inquiries are met to their satisfaction.

Essential Job Duties and Responsibilities:

• Manage all in house sales & service requirements for assigned accounts
• Manage all assigned back-up accounts during primary account representative ‘s absence
• Enter customer work purchase orders promptly per SOP720
• Process customer requested change orders per SOP720
• Regular attendance and professionalism.

• Update requirement and date changes promptly to insure accurate use of ERP system
• Communicate shipping requirements through pick lists & direct communication with shipping per SOP755
• Work with assigned accounts to ensure that orders are sufficient to support demand
• Manage price lists in both ERP system and hard copies as supplied to customers
• Monitor and management of customer forecast information for existing business
• Advises management of any customer dissatisfaction related to service or product performance and provides suggestions for service improvements including customer report cards
• Monitor upcoming delivery schedules (7 day) and communicate to customer any inabilities of SMC to meet customer requested and acknowledged requirements.
• Support assembly of problem orders, late orders & delivery performance reports
• Interdependent Relationships
• Working in conjunction with ‘Planning’, who must approve order confirmations, work to improve upon a customer communicated 48-hour order confirmation cycle.
• Communicate with purchasing any changes that may impact purchase requirements
• Communicate with assigned salespersons any customer or company issues salesperson may need to properly serve customer.
• Communicate to quoting/accounting any changes that may affect customer pricing and assist in communicating these changes to the customer
• Assist accounting department will billing/delivery issues
• Assist with Quality Assurance on customer complaints, returns replacements and credits

Essential Qualifications:

• High School Diploma or equivalent required
• Minimum of 2 years of Customer Service or related experience, preferably in a manufacturing environment
• Associate degree preferred.
• Ability to offer solutions to problem resolution
• Must be extremely dependable and efficient, able to manage multiple priorities simultaneously
• Excellent interpersonal and communication skills
• Strong team player, self-motivated
• Computer proficiency, extreme attention to detail
• Ability to read, write and communicate in English

ADA Requirements:

• Typically sits, grasps items and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about occasionally
• Lift, move or otherwise transfer items up to 30 lbs. occasionally
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car occasionally

At SMC Ltd. we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.

SMC Ltd. is an equal opportunity employer. M/F/D/V; this organization uses E-Verify.

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

All applicants must be authorized to work in the US

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