Position Summary:

The position entails being the primary point of contact for select B & C (smaller, transactional) accounts, representing the company and providing support to Account Managers. Responsibilities include nurturing client relationships, addressing inquiries, resolving issues, and ensuring client satisfaction. This involves promptly handling customer complaints, assisting with pricing and delivery matters, and facilitating the quoting process by liaising with the Estimating Team. Additionally, the role involves managing orders from receipt to final delivery, maintaining accurate customer records in the CRM system, and presenting quotes to clients.

The ideal candidate must possess strong communication skills, both verbal and written, along with proficiency in tools such as Excel, Word, and PowerPoint. Problem-solving abilities and the capacity to remain composed under pressure are crucial, as is the ability to multitask effectively in a dynamic environment. A positive attitude, strong work ethic, and willingness to adapt to changes are essential traits. Moreover, the candidate should demonstrate a commitment to understanding and promoting the company's core competencies while ensuring adherence to established service standards and department metrics. The role may require occasional flexibility in working hours, including evenings, weekends, or holidays.

Duties and Responsibilities

• Is the face of the company for select B & C (smaller, transactional) accounts.
• Supports Account Managers with any customer related activities and serves as “feet on the ground,” if the Account Manager is remote or located in another facility.
• Establish and cultivate excellent client relationships.
• Serve as the primary interface with clients to answer questions, resolve issues, and provide information/support.
• Understand the client’s needs and requirements, communicates to other departments as required.
• Promptly resolves customer complaints via phone, email, mail, or social media.
• Help problem solve pricing and/or delivery issues to ensure client satisfaction.
• Ensure timely resolution of any client-related concerns.
• Facilitates quoting process by receiving the client documentation, understands the scope and facilitates receipt of any missing information. Properly communicates to the Estimating Team. This includes quoting new products and requoting existing product.
• Understands the entire cost of an item established by the Estimating team and coordinates accordingly to determine gross margin and quote strategy. Reviews quotes with an Account Manager (if supporting) or Director of Account Management for accuracy.
• Work with procurement if a shortage or component issue arises, coordinate with other departments as required to resolve the issue for the customer.
• Receives, processes, and verifies the accuracy of orders from customers utilizing the organization’s internal CRM systems and customer purchase orders.
• Is knowledgeable of the customer and lead time and identify potential internal constraints, such as, their size/potential, our capacity.
• Manage certain client orders from purchase order through final delivery via established Launch Process. May require coordination with Program Manager.
• Manage and maintain a CRM program with updated client information, scheduling, and quoting information.
• Presents quotes to customers and follows the quote through to close/won or close/lost.
• Helps Account Managers maintain Long Term Agreements, Material Commitments, and Stocking Agreements as required.
• Facilitates RMA’s.
• Facilitate ECN’s as required.
• Send packing lists, invoices and perform other administrative duties to ensure customers have everything they need.
• Escalate complex issues to appropriate teams or management for further investigation and resolution.
• Proactively identify opportunities to enhance the customer experience and suggest improvements.
• Coordinates receipt of customer furnished materials and resolves discrepancies.
• Collaborate with cross-functional teams, including Sales, Operations, and Technical Support, to address customer needs effectively.
• Adhere to company policies, procedures, and service standards to ensure consistency and quality in customer interactions.
• Meets or exceeds established department metrics.
• Displays and/or demonstrates product knowledge emphasizing Veza Mfg. Corp.’s capabilities to support customer assembly service’s needs.
• 40 hours a week, in office, allows participation in all phases of the business if needed.
• Other duties may be assigned when needed.

Competencies Required

• To perform this job successfully, an individual must be able to understand the company’s core competencies and manage people.
• The essential duties are representative of the knowledge, skill, and/or abilities required by the position
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Knowledge, Skills, and Abilities

• Speak and read English
• Good vision and hearing
• Experience using keyboard and mouse
• Excel, Word, and PowerPoint competency
• Excellent communication skills, both verbal and written, with a professional and friendly demeanor.
• Strong problem-solving abilities and the ability to remain calm and composed under pressure.
• Ability to multitask effectively and prioritize tasks in a fast-paced environment.
• A positive attitude, strong work ethic, and willingness to learn and adapt to change.
• Flexibility to work occasional evenings, weekends, or holidays as required.

Education and/or Experience

• High school diploma or equivalent.
• Associates degree would be beneficial but not required.
• Work in contract manufacturing, Cable/Harness and/or overmolding.
• Previous Customer Service experience desired

Physical Demands

• Ability to sit and work at a station for prolonged periods of time without limitation
• Achieve daily tasks which require repetitive use of hands and other body parts

Safety Expectations

• Learn and follow all safety requirements.
• Maintain a clean and orderly work area.
• Report to work; healthy and not affected by alcohol, drugs, or other harmful influences.
• Actively participate in safety improvement activities.
• Report any unsafe practices by coworkers or contractors.
• Immediately report all injuries and other safety incidents.

Authority

• Communicate Issues or Opportunities for Improvement to Management
• To report documentation requiring revision for improvement.
• To report any non-conforming product or process.

Job Type: Full-time

Pay: $24.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Experience level:

• 1 year
• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Roberts, WI 54023 (Preferred)

Ability to Relocate:

• Roberts, WI 54023: Relocate before starting work (Required)

Work Location: In person