Customer Service Representative

 Job Description 

Servicing customer needs through Design for Manufacturing (DFM), and Delivery/Pricing in an advanced technology Printed Circuit Board (PCB) manufacturing environment. Management of the customer experience, providing superior customer service from quote to delivery. Working with Manufacturing and Quality teams to ensure customer orders are delivered on time and keeping customers appraised of any delivery issues. Working with Engineering teams to develop quotes that provide pricing and delivery commitments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive customer contacts by email, telephone, or in person. Responds to all customer inquiries regarding Requests for Quote (RFQ), shipment inquiries, quality issues, or general information, and distributes to the appropriate staff members, and/or determines and implements appropriate disposition.
•  Responsible for managing and distribution of incoming manufacturing data to develop quotes.
• Responsible for entering Sales Orders and communicating critical material or quality requirements to the team members in Engineering, Manufacturing, or Quality Assurance.
• Keep customers informed about the progress of their jobs.
• Performs any other duties necessary related to customer service or to achieve customer satisfaction.

ORGANIZATIONAL RELATIONSHIP

Reports to Customer Service Manager. Coordinates activities with the Engineering Manager, Director of Quality Assurance, Sales personnel, and Production Management.

QUALIFICATIONS

A college degree is preferred or a minimum of 3 years of experience working in a Customer Service position. Will consider work experience in high-technology manufacturing environments that use MFG Drawings, Blueprints, Technical Specifications, or Standard Operating Procedures. Experience working in the Printed Circuit Board (PCB) industry is highly desired. Good communication skills and the ability to work well with people and within a team environment is essential. Must be comfortable working with spreadsheets (Excel) and management of electronic data and file storage is essential. The use of any manufacturing software, engineering software, or ERP software packages is a plus.

PHYSICAL DEMANDS

The ability to communicate orally with customers, management, and other co-workers is essential. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.

No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculators, and copy machines.

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work on a computer.