Customer Service Representative

At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, diverse and passionate team, work-life balance and continuous career advancement.  

 

The Customer Service Representative is the Analogic interface for order management for standard customers.  Customers may include internal and external customers.  High-level responsibilities include:

• Order Management:
• Receives, processes, and facilitates customer contracts, sales orders, and change requests.
• Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales/BD/Finance in the case of new business terms.
• Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.
• Sales Operations Support:
• Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required. 
• Ensure a smooth and efficient customer interaction resulting in a positive customer experience.
• Proactive communication to ensure alignment on expectations between customer and Analogic.
• Coordinating, escalating, and expediting order activity as necessary.

Management of orders including but not limited to new product, spares, repairs, and engineering:

• Enter customer sales orders, change orders, debits, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures.  Update and maintain ERP system; may also work in customer owned databases.
• Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve.  May support Accounts Receivable in communication regarding customer overdue payments.
• Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.

Sales Operations support including proactive customer communication for products, service, and repairs:

• Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required. 
• Supports maintenance of customer master files, customer-related pricing, and contract documentation. 
• May handle inquiries (quotes) for standard products and services.

Analogic Interface:

• Provide world class service to Analogic external international and domestic customers face to face, via phone and e-mail by providing timely, accurate and proactive communication.
  • Order receipt acknowledgment, sales order confirmation, and shipment notifications
  • Status updates and changes
• Be proficient in ERP and CRM tools to drive efficient and effective order process and communication with customers.
• May include supporting international shipments including but not limited working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
• Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable.

• Associates Degree or equivalent with at least 5 years of experience including direct customer contact. 
• Excellent computer skills; proficiency in MS Office including Word, Excel, Access, and Outlook.
• Exceptional verbal and written communication skills. 
• Ability to multi-task and attention to detail. 
• Proficiency in SAP is required.

Must be legally authorized to work in the U.S. without sponsorship.