Customer Service Admin

Job Summary

Customer Service Representative (CSR) will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. CSR will build and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty. Customer Service Representatives play a critical role in providing an interface between customer and company, and should handle themselves in a friendly and professional manner.

Primary Responsibilities

· Review and interpret customer contract purchase order paperwork for accuracy and communicate exceptions to customer with professional negotiation and communication techniques.

· Interface with customers, understand and solve account related issues on a regular basis through phone calls, emails, customer portals and face to face meetings.

· Administer and execute orders, schedules and related purchase contract pricing and issues.

· Ensure adherence to contract terms for entire order cycle process.

· Review customer purchase order contract packages for accuracy and compliance to company terms and conditions.

· Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues.

· Raise questionable terms and conditions for resolution to management.

· Monitor and report progress on specific activities, as required by management and/or purchase order requirements.

· Process orders, and purchase order changes on assigned accounts, which includes price verification, part numbers, lead times, and entry of orders into ManMan system.

· Manage the purchase order/job change portion of customer portals.

· Research and respond to order delays.

· Discernment of export documentation and/or other required export licenses/agreements and administering of same in support of export laws and purchase order/program requirements.

· Ensure all requests for quotes are completed on time and in accordance with company pricing guidelines and policies.

· Works with other functional groups within the company to ensure delivery of accurate pricing and manufacturing lead time estimates.

· Receive, research and process customer return requests.

· Develop solutions for customer independently.

· Assist customer with resolving issues related to product availability and delivery.

· Gain/establish a working knowledge of company functions, product and manufacturing processes

· Other duties as assigned.

Qualifications

· Knows and understands the needs of internal and external customers.

· Results oriented and works hard to consistently provide exceptional service.

· Excellent verbal and written communication skills in English.

· Ability to communicate professionally via written and verbal with customer to understand needs and concerns.

· Ability to handle and prioritize multiple issues simultaneously.

· Use prior experience and knowledge of company policies and procedures to resolve non-standard problems.

· High level of motivation and sense of urgency; prioritizes and follows up accordingly.

· Ability to meet critical deadlines and work in fast paced environment.

· Intermediate proficiency in Excel a must. Use MS Word and PowerPoint.

Education/Previous Experience Requirements

· High School Degree or equivalent.

· Minimum 2 year of successful customer service work experience in a manufacturing environment

Hours: Monday- Friday. 7:30pm - 4:30pm