The Customer Service Representative will be front line responsibility for the order management process and coordination with the manufacturing facility. Establish and maintain customer relationships always utilizing “service with a smile”. Customer orders/releases facilitation between inside/outside sales, the customer and the business unit within the unit’s ERP. 

ESSENTIAL JOB FUNCTIONS

• Review of customer backlog for accuracy/on time delivery. Maintain constant contact with purchasing to ensure raw requirements for customer schedules are met.
• Receive and process customer’s requests for quotes as well as the accurate and timely response to the customer of completed quotes. Verify customer POs reflect what was quoted.
• Accurately and timely issuance of manufacturing shop tickets. Manage customer purchase orders and releases via ERP system. Input of orders accurately and timely.
• Working with outside sourcing to secure completion dates for various outside services. Coatings, plating, heat treat, labs, etc.
• Maintain constant contact with Sales and Planning to ensure the proper revisions of part numbers are mastered.
• Ensure customer’s releases are in line with established release policies for the build size quantities. This is an extension of maintaining acceptable inventory levels.
• Tracking and coordinating of manufacturing/distribution orders in response to the multitude of customer inquiries regarding the status of their orders.
• Status updates to the customer coordinating shipping activities within the facility will be required, as well as providing POD/tracking information for orders shipped.
• Coordination with Quality to ensure customers request for PPAP’s, ISIR’s, or special certifications and labeling are required.
• Coordination with accounting to ensure the processing of customer requests for credit to verify the merit and accuracy of the request, to provide parts pricing, and to obtain export information for customer shipments.

SKILLS and ABILITIES

• Strong communication and presentation skills
• Ability adapt to ERP system requirements as process changes occur
• Must be an analytical thinker.
• Ability to problem solve and negotiation with a customer when anomalies arise
• Knowledge of basic manufacturing process including MRP. Understanding of industrial products and their uses
• Basic proficiency in Microsoft Office specifically Excel, Word and Outlook.

EDUCATION and EXPERIENCE

• High School Diploma, 2 Year degree preferred
• Two (2) years’ experience