What are the responsibilities and job description for the Customer Service Representative 2 position at Sanders Industries Holdings?
About IPS: Integrated Polymer Solutions (IPS) is a leading developer and manufacturer of advanced materials and engineered components, focused exclusively on high-value end markets such as aerospace, defense, medical, semiconductors, robotics, energy, and industrial applications. The group consists of 9 highly respected brands: AkroFire, ABBA Roller, Icon Aerospace Technology, IRP Medical, MAST Technologies, Northern Engineering Sheffield (NES), RMB Products, Rubbercraft, and Swift Textile Metalizing (STM). Our product range includes elastomeric seals, gaskets, tooling, hoses, ablatives, survivability tiles, coatings and tapes, EMI and thermal shielding, electrically conductive metalized fabrics, encapsulated O-rings, as well as polyamide foams and high-temperature thermoplastics for aircraft interiors. We also provide rotational lining for corrosion protection with seamless liners for pipelines and equipment, and additive manufacturing capabilities for advanced flight hardware production.
Job Accountabilities:
- Manage day-to-day purchase orders, price quoting, order entry, order tracking, and coordination of production scheduling in support of changing needs of the customers
- Maintain Customer Portals by ensuring alignment with internal systems (ERP, database, etc.), effectively communicate Customer schedule changes to Operations
- Formalize and document order procedures, contract pricing, and quotations
- Primarily responsible to maintain, update, train, and educating to ensure ongoing use of Made to Manage and CRM software
- Seek new business opportunities in everyday customer interactions. When appropriate seamlessly hand off to the designated outside salesperson
- Facilitate excellent documentation management for archiving legal communications, agreements, and corporate interactions
- Confer with sales personnel and sales management on any concerns with the customer relationship, e.g. delivery challenges, price discrepancies, quality control, and/or customer requests that might be exceptional to the organization
- Monitor production schedule to determine the status of orders and notify clients of any opportunities for improvement or delays in shipment on a timely basis
- Be the primary point of contact for all customer communications. Answer the direct phone line, and process all faxes and emails in an appropriate and timely manner
- Schedule and coordinate contract review meetings with the operations, engineering, and quality personnel responsible for meeting quality and shipping goals
- Monitor engineering/pre-production prototype schedules for performance to commitments and help communicate status with customers
- Maintain ongoing communications with customers and other front office inquiries
- Handle all aspects of returned materials requests from customers and process/relay all information to the appropriate internal departments
- Determine the best method to resolve complex customer service problems
- Interface with engineering, quality, manufacturing, accounting, and sales to ensure a positive customer experience
- Office administration as required, including but not limited to reporting sales figures and performance metrics and coverage of general incoming phone calls
- Other responsibilities as assigned
Job Specifications:
Education: Requires a High School Diploma/GED or appropriate certifications may be substituted to meet educational requirements only.
Skills:
- Ability to operate office equipment, such as fax machine, PC, copier, and phone system
- Proficiency with Microsoft Office Suite with an in-depth understanding of Excel and the use of pivot tables, ERP/MRP, and CRM systems (including cloud-based SaaS systems)
- Ability to present a pleasant and positive attitude towards peers, customers, and visitors
- Requires exemplary verbal communication, interpersonal, analytical, written, and organizational skills
- Document Control with ISO background
Benefits:
At Integrated Polymer Solutions, we recognize how important your career and benefits are to you and your family. We offer a full suite of benefits, including medical, dental, vision, short and long-term disability coverage, accident insurance, critical illness insurance, basic and supplemental life insurance, employee assistance plan, retirement savings and matching, and other developmental opportunities. We are committed to supporting the way you live and work.
IPS is an Equal Opportunity Employer Veterans/Disabled - Affirmative Action Employer.
This position requires using information subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
