Customer Service Administration Specialist (Manufacturing)

Service Administration Specialist

Position Summary

The Service Administration Specialist is responsible for supporting customers and internal parties in managing the order entry and fulfillment processes. They work closely with various departments, including Service Account Management, Sales, Planning, and Plant Management, to ensure successful delivery of customer orders.

Principle Responsibilities

• Manage contract review process with Service Account Management and Sales
• Support or manage quoting process for new and re-quotes
• Enter orders into appropriate ERP system(s)
• Work with Engineering/Materials Management for order fulfillment
• Research late deliveries and other related questions
• Coordinate with vendors and sub-vendors for order status and expedite activities
• Coordinate Supplier Change Requests internally and with customers
• Manage RMA process, including tracking returns and issuing credits with Accounting
• Generate customer order acknowledgements and other order-related communications
• Generate customer-facing reports and correspondence
• Access and update customer portal(s) with appropriate product and order information
• Work with customers via email and telephone for order clarification and changes
• Participate in customer calls related to order fulfillment process and activities
• Support regular NPI meetings.

Qualification Requirements

Credentials/Experience:

• High School diploma or general education degree (GED) required 
• At least 5 years related experience in customer service

Experience/Educational/Training Preferred:

• Customer service in manufacturing environment preferred
• Bachelor’s degree (B.A. or B.S. ) from a four-year college or university preferable
• ERP experience with Epicore
• CRM system working knowledge

Knowledge, Skills, and Abilities: 

• Ability to work successfully with internal and external customers
• Strong Communication Skills and the ability to write reports
• Ability to present information from suppliers and customers
• Ability to work collaboratively with all departments 
• Detailed oriented
• Flexibility in schedule
• Proficient in Microsoft Office
• Effective time management including goal setting and completion of goals

Other Requirements 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee could be required to stand. Specific vision abilities required by the job could include close vision, distance vision, peripheral vision and ability to adjust focus.  

Travel Requirements

N/A

Americans with Disabilities Act (ADA):  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.