Customer Service Representative

(This position is subject to the Export Control Laws, which requires employees to be one of the following: (a) a citizen of the United States; (b) a lawful permanent resident of the United States; or (c) a person admitted into the United States as an asylee or refugee)

Position Summary

Our Cascade Gasket Customer Service Representative (CSR) is responsible for managing customer relationships as they pertain to daily operations and long-term strategy. The CSR is accountable for successful coordination between departments to drive goals and meet requirements. Serves as a primary contact for customers with regard to all aspects of their orders placed with the company. Receives questions and requests and follows established procedures to provide assistance and answers or refers to appropriate staff. Typical questions are focused on order status, requests for schedule or quantity changes, product information, account status, pricing, products or services provided. Liaises with internal and external customers to manage and build customer relationships. The CSR is an important role in the success of our business by ensuring customer satisfaction.

Essential Job Requirements

·         Strong communication skills

·         Manage and build customer relationships and satisfaction

·         Informs customer of schedule/quantity changes, documents required, issues, manufacturing and shipment status

·         Focal for customer order change requests.

·         Order expeditor - Facilitating getting parts/material through the process, when needed.

·         Resolves customer questions related to orders, handle and resolve concerns/complaints

·         Follows up on rejected parts/materials

·         Informs customer of unit prices, contract pricing, lead times, shipping date, anticipated delays and any additional information needed using email or telephone

·         Processes status reports

·         Monitors on-time delivery performance as communicated by our customer to include negotiating on those occurrences to improve overall rating

·         Ability to track all communications and record in the notes field of sales order (S.O.) as required.

·         Answer multiline phone system

• Responsible for conforming to the company’s quality system procedures as documented
• Responsible for maintaining visibility of sales order delays & communicating status to both internal and external customers
• Project Manager for sales orders held for Engineering, Material, Production, Quality or other situations that could or will prevent on time delivery
• Works directly with internal customers to understand the entire manufacturing process from quote preparation, receipt of order, manufacturing and shipping to gain a complete understanding of the flow enabling the representative to be able to determine where delays occur and communicate recovery actions to external customers
• Analyze customer satisfaction data/report cards and drive improvements
• Work with customers on any orders in Grief
• Assist & cover for other Customer Service Representatives as needed

·      May participate in the shipping function or special projects as required

·      Other duties as assigned

EDUCATION:

High School diploma required

BA in Business Administration or Communication preferred

EXPERIENCE:

-    Three (3) years of experience in customer service or help desk capacity, or an equivalent combination of education experience in a similar position preferred

-    Experience in build-to-print/spec manufacturing environment preferred

REQUIRED SKILLS:

- Proficient using PC, with preference given for knowledge of ERP/MRP software as it pertains to manufacturing, MRP, inventory, and quality

- Basic math skills

- Ability to work in a team environment.

- Strong interpersonal skills communicating with internal and external customers.

- Able to arrange, participate in and lead meetings and achieve targets in a dynamic environment