Operations - Customer Service Representative

Customer Service Representative 

Job Description Summary:

As Amphenol Energy Technologies, the Customer Service Representative is responsible for customer support in providing up to date information about their orders, data entry such as quotes and purchase orders. The CSR will also communicate within the organization’s departments to follow up and meet customer expectations. 

Knowledge/Skills:

• To perform this job successfully, an individual must be proficient with Database software; Internet software; Inventory software; Manufacturing software; Order processing systems; Word/Excel/Access/Outlook
• Must have keyboarding skills appropriate for efficient, timely responses via correspondence and order entry/processing. 
• Microsoft Office and Computer skills required
• Demonstrated written and oral communication skills
• Working within and navigating ERP system
• Embraces personal and professional development
• Desire to make own decisions and take responsibility for outcome
• Advanced organizational skills with ability to handle multiple assignments
• Self-starting ability
• Strong team player, ability to work with other employees

Qualifications – Education/Experience:

• High School Diploma Required, Associate's degree in a technical discipline preferred along with current, related experience; or equivalent work training and at least 5-years of current experience in a similar role.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work
• Proficient in English (written & oral)
• Must be thorough, with strong attention to detail/follow-up

Duties/Responsibilities: (Position Specific)

• Provide timely, accurate communication on all price and product availability requests.
• Receive and process customer orders on a timely basis, understand the specific product and shipping requirements, and transmit this info to the pertinent functions within the business.  Will need to process all types of orders as instructed or access a customer's online site to pull orders.
• Maintain the customer cross reference file and shipping arrangements in current programs and on the customer master profiles.
• Thorough understanding of on-time delivery requirements and performance measurement criteria of focused accounts. Demonstrate effective order management skills allowing AET to attain preferred supplier ratings at such accounts.
• Monitor daily status of all late and/or held orders while looking at alternatives for timely delivery through other shipment methods or product substitution solutions. Provide prompt accurate response to customer inquiries regarding such orders, shipments and invoice statuses.
• Assist in the collection of receivables and resolve disputed invoices/open adjustments by working with customer's buyers and AET Finance.
• Communicate and interface with Product Marketing and Field Sales to share all information regarding any customer issues.
• Effectively utilize all resources to meet/exceed customer expectations where standard procedures may fall short.
• Project a positive image of the business and the customer service function to our customers and other employees.
• Maintain a high level of accuracy in documentation
• Perform contract review on all customer orders to ensure accuracy
• Review and interpret manufacturing drawings, blueprints, and technical specifications to ensure order accuracy.
• Collaborate with the engineering and production teams to communicate customer requirements and confirm feasibility.
• Manage and process customer returns, exchanges, and warranty claims in accordance with company policies and in collaboration with QC Department
• Investigate return requests by reviewing product specifications, and customer complaints. 
• Work with the quality control team to analyze returned products and identify potential defects or manufacturing issues.

Physical/Environmental Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk, hear, sit, stand; walk; and use hands to handle or feel.