What are the responsibilities and job description for the Customer Service Associate position at BARNES?
Description
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
Core Responsibilities:
- Serve as the central point of contact for customer inquiries. Provide customer with updated order and delivery status.
- Assists Contracts/Customer Service Manager in various contractual and legal matters of the division, including reviewing and drafting legal agreements; communicating with various departments on contractual issues; resolving routine and legal administrative issues and questions; drafting correspondence for internal purposes or customers as necessary.
- Creation, review and analysis of legal and business contractual documents (including but not limited to sales agreements (LOI, LTA, Nominations, PO), order acknowledgements, nondisclosures) to ensure compliance with company guidelines.
- Follows contract processes to ensure compliance to Corporate and Division polices (including Price Policy) and contract terms and conditions. Assists the Contracts Manager on establishing the proper direction and guidance to functional areas to ensure proper administration of contract requirements.
- Make recommendations related to business risk, strategy and account management.
- Captures contractual documents, distributes copies to appropriate parties and retains them in accordance with internal and/or customer retention requirements.
- Responsible for inputting and maintain data in various business systems, ensuring data is current, accurate and complete.
- Responsible for the accurate and timely management of contract activity.
- Ensure all ERP data is accurate and complete in order to maintain backlog integrity including quantities, schedule and associated dollars.
- Review of solicitations (including FAR and DFARS) and customer request for quotes. Coordinates with sales team and functional areas on new opportunities. Responsible for inputting data (RFQ, pricing, status, etc.) into the proposal tracking system and ensuring data is accurate and complete.
- Perform EDI (Electronic Data Interchange) transaction conversions to the ERP system, verify accuracy.
- Coordinates with finance to set up new customer including payment terms and conditions.
- Support Account Receivable initiatives by resolving discrepancies, collection efforts, working with customer on payment terms.
- Responsible for raising export compliance concerns to the Division Export Compliance Administrator (DECA) when required. May act as backup to the DECA if appointed.
- Other projects/responsibilities as assigned.
Qualifications:
- Working knowledge of legal language, contract constructs and terms and conditions commonly used in business contracts and in bid documents including Government FAR and DFARS and export compliance regulations (EAR and ITAR). Preferred
- Able to handle and resolve customer complaints and problems and escalate to Contracts Manager when required.
- Excellent communication skills, (written and oral) with attention to detail.
- Willing and able to develop long-term relationships internally and externally.
- Good mathematical/quantitative and analytical orientation.
- Position requires tact and high degree of diplomacy; proven negotiation skills
- Strong computer skills. PC aptitude in a Windows environment (MS Office: Excel, Access, Word, PowerPoint) and ability to learn other software packages. ERP System experience (Syteline a plus).
- Proven success interacting with peers, senior management and other functional areas.
- Ability to work independently, to multi-task handling simultaneous work assignments and projects, and drive "Lean" process improvements.
Education Requirements:
- Bachelor's degree in Business or related field preferred.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.