What are the responsibilities and job description for the Customer Service Representative position at TLC Electronics?
Job Purpose:
Provide the highest level of customer service administration to both internal and external parties. Responsible for customer order processing and management completed effectively and efficiently.
Essential Duties and Responsibilities:
This position is required to assure compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including but not limited to Quality Systems Regulations, ISO 9001/13485, government occupational health and environmental regulations and statutes).
Order Processing
Core Responsibility
• Entering customer orders accurately and efficiently
• Responsible to communicate order fulfillment information
• Complete order review process
• Work with Sales team or customer on any order clarifications required
Customer Communication
Core Responsibility
• Send customer communication, such as Sales Order Acknowledgements, Quotes, ect.
• Work with internal team on customer pull in and push out requests
• Provide job/part updates as requested by working with Scheduler
• Capture customer feedback in the correct location
Customer Service Activities
Core Responsibility
• Enter customer assembly quoting requests and process distribution quotes
• Review finalized quotes for accuracy and submit to customers
• Create and maintain customer organization and part information in ERP system
• Work with Accounting on prepayments, proforma requests, and invoicing issues
• Monitor and distribute items from the CSR e-mail box appropriately
• Initiate RMA requests from customers
• Complete customer documentation requests
• Maintain accurate distribution part pricing in the ERP system
Other Activities
Secondary Responsibility
• Attend customer meetings and supplier trainings
• Assist Marketing in creating demand for TLC franchised products and TLC value added services
• Provide input and review for process and procedure development
• Assist Sales roles as needed with new requests/follow up
Other Duties as Assigned
Knowledge/Skills/Abilities:
• Organizational skills with ability to multitask effectively.
• High level of attention to detail.
• Excellent written and verbal skills, including telephone experience necessary.
• Strong analytical skills, including basic math.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to work closely with multiple personality types in numerous environments and stressful situations while remaining calm and professional.
• Strategic, creative thinking to influence customer and supplier decisions.
• Skill to recognize problems, identify possible causes and resolve routine problems.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to establish priorities and work independently in a fast-paced environment.
• Highly developed sense of integrity and commitment to customer satisfaction by being service-oriented, friendly, courteous, and flexible.
Qualifications:
Minimum
• High School Diploma or equivalent and at least one year of experience in a related position.
• Strong proficiency in computer skills. (Microsoft Office, CRM, ERP, etc.)
Preferred:
• Associate or bachelor's degree in a related field.
• Preferred three years customer service role, preferably within the manufacturing industry.
• Direct experience with ERP and CRM software.
Physical Demands and Work Environment:
• Ability to use hands to finger, handle, or feel, and the ability to talk and hear.
• Ability to frequently sit for prolonged amounts of time, stand, walk, reach with hands and arm's length, climb or balance, stoop or bend, push, pull, kneel, and crouch as job requires.
• Ability to regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 50 pounds.
• Must be able to use a computer for extended periods of time.
• Must be able to operate office equipment, e.g. computer, copier, phone, etc.
Salary : $17 - $19