Customer Service Representative

Overview

At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, diverse and passionate team, work-life balance and continuous career advancement.

Job Summary:

The Customer Service Representative is the Analogic interface for order management for standard customers. Customers may include internal and external customers. High-level responsibilities include:

• Order Management:
  Receives, processes, and facilitates customer contracts, sales orders, and change requests.
• Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales/BD/Finance in the case of new business terms.
• Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.
• Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
• Ensure a smooth and efficient customer interaction resulting in a positive customer experience.
• Proactive communication to ensure alignment on expectations between customer and Analogic.
• Coordinating, escalating, and expediting order activity as necessary.

Duties:

Management of orders including but not limited to new product, spares, repairs, and engineering:

• Enter customer sales orders, change orders, debits, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures. Update and maintain ERP system; may also work in customer owned databases.
• Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding customer overdue payments.
• Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.

• Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
• Supports maintenance of customer master files, customer-related pricing, and contract documentation.
• May handle inquiries (quotes) for standard products and services.

• Provide world class service to Analogic external international and domestic customers face to face, via phone and e-mail by providing timely, accurate and proactive communication.
• Order receipt acknowledgment, sales order confirmation, and shipment notifications
• Status updates and changes

• Be proficient in ERP and CRM tools to drive efficient and effective order process and communication with customers.
• May include supporting international shipments including but not limited working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
• Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable.

• Associates Degree or equivalent with at least 5 years of experience including direct customer contact.
• Excellent computer skills; proficiency in MS Office including Word, Excel, Access, and Outlook.
• Exceptional verbal and written communication skills.
• Ability to multi-task and attention to detail.
• Proficiency in SAP is required.

401k with company match vested immediately.

HSA/HRA company contribution

9/80 schedule: every other Friday off!

8 weeks paid parental leave.

Healthcare for now and healthcare as your family and health change

Free Parking

You will be joining a passionate, driven, and diverse global team!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.