Customer Service Representative I

COMPANY SUMMARY:
CDI Products, a Michelin Group Company, is a global leader in high-performance polymer products, wear components, and functional parts. With locations across North America, Europe, the Middle East, and Asia-Pacific, we deliver fully integrated solutions from raw materials to finished products through in-house engineering and material development capabilities. Serving industries such as Aerospace, Automotive, Energy, Medical, Semiconductor, and Water Treatment, our materials and products are expertly engineered and tested on-site. Our team is committed to innovation and excellence in delivering cutting-edge solutions around the globe.

JOB SUMMARY:
The CSR-I is an entry-level position within the Customer Service team. The role supports customers by processing quotes and orders daily. The role requires strong written and verbal communication skills as well as the ability to become familiar with a customer’s requirements and expectations. A working knowledge of internal processes and systems is also required.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Talks with customers by phone or in person, processing inquires, orders and expedites. Give accurate responses in a timely manner.
• Develop customer quotes using the internal quotation system. This includes working with other Customer Service Reps, running pricing software, and working with technical groups to determine pricing.
• Input sales orders accurately and timely into the internal ordering system. This includes, but is not limited to, ensuring that accurate pricing is on file and stated on the customer PO, reviewing internal drawings and revisions for conformity,
• Expedite requests for customers and other Customer Service reps.
• Obtain specifications and drawings from customers or Account Manager when required and forward that information to Engineering for review.
• Review & submit Engineering Change Requests as required.
• Refer changes in product specifications by our customers to Technical Services / Engineering.
• Assist in creating new parts within the ERP system.
• Be familiar with and utilize internal manufacturing systems to check bill of materials (BOMs) and routers; check lead times on purchased parts and/or materials; monitor progress of high-profile and expedited orders.
• Confirm orders with customers, noting any delivery or price changes. Review customers confirming copies against sales order.
• Facilitate communication between customer and internal departments concerning non-conformance issues.
• Monitor delivery needs, placing orders on expedite list when needed.
• Maintain up-to-date information on all assigned accounts.
• Handle customer return goods authorizations (RGAs) including internal process and customer communication.
• Work with Account Managers to communicate customer needs and requests.
• Supports other Customer Service reps as needed.
• Manage pricing updates.
• Update customer open order reports.
• Manage quote and purchase order confirmations in customer portals if applicable to assigned accounts.
• Assist with quotation activity & order processing for inter-company requests.
• Perform other work-related duties as assigned.

REQUIREMENTS:
One to three (1 to 3) years of experience in customer service, sales, or marketing.

PREFERRED QUALIFICATIONS:
Bachelors in a business- or technical-related area

WORK ENVIRONMENT & POTENTIAL HAZARDS:

• Office environment with daily exposure to the manufacturing floor.
• Some exposure to possible shop hazards including high noise and heavy machinery.

EEO STATEMENT:
CDI is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.