Cust Service Representative {H}

SUMMARY

Performs full scope of customer service functions including handling direct customer communications, supporting order entry and tracking, as well as maintaining information in the system.  Partners with the Project Management team to provide accurate and timely communications to internal and external customers.

Primary Responsibilities

• Works with Planner/Scheduler to support entry of Purchase Orders.
• Adjusts orders for quantity, price, or date changes communicating with customer as required to update information on the PO.
• Provides Order Acknowledgments to customers.
• Maintains information on the shared PO tracker.
• Prepares information used in updating assigned customers with a weekly or biweekly order status.
• Communicates order status to internal and external customers on a weekly or bi-weekly basis.
• Supports the project management team with the creation and maintenance of order trackers.
• Enters data into the ERP system (JOBBOSS) with accuracy and minimal errors.
• Functions effectively in a collaborative cross functional environment demonstrating communication with tact, respect and professionalism.
• Other duties as assigned.

Qualifications

• Three (3) to five (5) years of administrative or customer support experience or equivalent combination of education and experience.
• Experience working in the manufacturing industry and in a customer-facing role is preferred.
• Associate degree is highly preferred.
• Accuracy and extreme attention to detail are required.
• Excellent time management and organizational skills.
• Ability to meet strict deadlines (internal and corporate), working under pressure especially at the end of each month.
• Ability to work independently and as a part of a team.
• Ability to communicate effectively with internal and external customers, including challenging conversations.

 Language Ability

Ability to read, analyze, and interpret common scientific and technical manuals, training materials, financial reports, and legal documents (specifically in English). Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community (specifically in English). Ability to communicate effectively with tact, respect and professionalism within all levels of the organization.

Computer Skills

To perform this job successfully, an individual should have professional and working knowledge of Microsoft office and its applications (Word, Excel, Power Point, etc.), e-mail, communication platforms (Zoom, Teams). Knowledge of manufacturing software and ERP systems preferred. 

Work Environment

Typical office environment. This position has exposure to high-speed machinery and equipment and requires the use of safety glasses when on the production floor.

Physical Demands

The physical demands described must be met by an employee to successfully perform the essential functions of this job: The employee is regularly required to sit for long periods of time; occasionally stand, walk and climb; use hands to finger, handle, or feel, talk and/or hear; reach with hands and arms. Ability to type. Ability to regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

 Equal Employer Opportunity

ARCH is an Equal Opportunity Employer who wholeheartedly supports diversity in the workplace as basic premise for business success. All employees of ARCH are employed on an at-will basis. We do not discriminate on a basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.