Job Description Summary

The Customer Service Department receives and processes customer requests for quotes (RFQ’s) and purchase orders. Our products are highly customized; therefore, it is crucial to ensure the unique details of every RFQ and Sales order are captured and communicated to the customer and/or other departments from the time the RFQ is received, order is placed, and the customer’s product is shipped. 

This level typically handles customers and situations of intermediate to advanced scope and complexity, applies acquired job skills, policies, and procedures to complete substantive tasks. Exercises judgment within defined guidelines and practices to determine appropriate action. Makes decisions and resolves issues by drawing from past experience and, at times, may require originality and ingenuity to help tasks or problems. Individual performs this role under general supervision. Duties are performed in accordance with Johnstech’s Management System.

Job Responsibilities

Order Management

• Process and review sales orders, purchase orders and shipping information via phone, fax, or email with a high degree of accuracy. 
• Schedule and input sales orders into the ERP system, making updates accordingly to ensure customer requirements are met.
• Manage traffic flow of information between operations, manufacturing and sales pertaining to product delivery schedules.
• Diligently provide updates to customers, external sales and relevant channels on delivery details and order status.
• Coordinate urgent customer issues with sales personnel, field applications and other stakeholders.
• Track expedited order requests, as necessary.
• Log and process customer supplied materials.
• Process return material authorizations (RMA’s), credits, rebills & data sheets.
• Maintain and update relevant sales and customer records.

Customer Quote Support

• Create quote from opportunity generated from customer request. 
• Receive and verify the accuracy of quotes generated from customer requests. 
• Communicate with customers, representatives, and distributors to resolve customer issues and complaints with the assistance of Applications Engineering, Continuation Engineering, Field Service, or Product Engineering. 
• Provide direction and communication to production, quality, and engineering, based on customer requirements to ensure accurate design requirements.

General 

• Additional duties as needed.
• Understands Management Policy statements and organizational/departmental objectives. Follows Management System procedures and work instructions. Identifies and reports problems, participates in fixing problems and assists in improving processes and products.

Job Qualifications

Required

• High School Diploma/GED
• 3 years’ experience in a B2B, manufacturing customer service role.
• ERP software experience
• Strong customer service focus with excellent communications skills; verbal, written and interpersonal. 
• Ability to multitask and stay focused for extended periods, with frequent interruptions and shifting priorities.
• Comfortable and able to communicate regularly with other departments and customers.
• Strong organizational skills and quick learner.
• Excellent attention to detail
• Strong proficiency with PC, email, and general office software skills.
• Dependable, flexible, self-motivated.
• Language proficiency required: English.  

Highly Preferred