Customer Service Representative

Overview

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail.

They will perform order management in a complex, fast-paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

• Provide company and specific product information to prospects and/or customers. According to policy, quote standard price and delivery of commercial products via telephone, fax, and email.
• Receive and enter sales order information into the applicable ERP. On-board new customers including all customer contact, billing, and shipping information.
• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable team of any concerns.
• Create and maintain customer files to contain all order, quotation, invoices, and other documentation related to that customer.
• Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.
• Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed and assisting with resolution of any other sales related issues where applicable.
• Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls.
• Assist with adherence to ISO 9000 standards and requirements; the Export Management System (EMS), Internal Control Program (ICP) and Import Management System (IMS); prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMAs, bookings, etc.
• Responsible for the tactical requirements of export and import compliance, including obtaining the required export licenses prior to shipment/export. Obtain Certification of Ultimate Export Consignee and/or End User Certificates and/or End Use Statements as necessary for new orders.
• Maintain documentation according to company record retention policy.
• Actively participate in the ongoing assessment of customer support processes and incorporate approved improvements.
• Other duties as assigned.

• Bachelor’s degree in business or related field preferred.
• Two years of customer support, inside sales or contract administration work experience preferred.
• Previous manufacturing experience preferred.
• Previous experience using enterprise resource planning (ERP) software preferred.
• Knowledge of import/export regulations and terms preferred.
• Highly organized, self-motivated and possesses a desire to work at a fast pace with a sense of urgency, accuracy, flexibility and ability to make decisions independently.
• Ability to manage several tasks at once.
• Ability to work on a wide variety of tasks with little or no supervision.
• Able to foster strong relationships with customers (internal and external) and communicate effectively in person, via the telephone and electronically.
• Able to negotiate with others to resolve conflicting objectives and priorities to ensure customer satisfaction.
• Strong Microsoft Suite Skills preferred;
  Salesforce experience preferred.
• Visa sponsorship is not available for any position at Excelitas.
• This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR).

• Excelitas offers a goal-oriented team dedicated to Safety, Excellence, Agility and Respect. Benefits include:
• Enjoy a generous 144 hours of accrued PTO right from day one
• Salary: $56,000-$70,000
• Benefit from a 401(k) match of up to 5%
• Access comprehensive medical, dental, and vision coverage starting on your very first day
• Additional benefits to enhance career and well-being