Metro Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (customer quotations, simple contracts, product returns, and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets, and other customer/team related initiatives.

NFI Group is a leading independent global bus manufacturer providing a comprehensive suite of mass transportation solutions.

• Communicate with customers on all required correspondence on quotes, purchase orders, contracts, RMA, and technical requests.
• Develop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customers (if applicable) and requesting cross‑reference information. Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR. Conduct quarterly reviews with the CSM on all customer‑related initiatives and monthly reviews to update Profitability Files.
• Provide pricing and availability on all daily quotes. Metro CSRs will execute contracts received from customers; all other CSRs will collaborate with the Contracts Specialist who will execute customer contracts.
• Provide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible.
• Provide the customer with technical assistance as required utilizing available resources (parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts).
• Obtain daily quote and contract approvals and award information from customers.
• Review open sales‑order reports weekly and review upcoming orders and all past‑due orders; expedite orders with purchasing/manufacturing that are past due.
• Reconcile all sales‑order discrepancies with customers such as price discrepancy, incorrect quantity, lead‑time, etc.
• Negotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMA’s that are past due.
• Work with the Traffic department on delivery issues with customers. If proof‑of‑delivery is required, use online tracking or carrier tracking system.
• Create and monitor new load requests, data change requests, and pricing requests until final approval.
• Metro CSRs review contract language and requirements in collaboration with the Metro Specialist/CSM, create bid worksheet, outlining all bid requirements including terms & conditions and bid submission requirements (due date, copies, how to bind, etc.). All other CSRs review contract requirements with the Contract Specialist. All CSRs obtain pre‑approval from CSM and get required approvals on bids from CSM/CSD, VP or President.
• Metro CSRs coordinate insurance and bid bonds for customer RFPs when required. All other CSRs execute in collaboration with the Contracts Specialist.
• Metro CSRs monitor and manage customer contract items and escalations in conjunction with the Metro Specialist/CSMs.
• Metro CSRs collaborate with Business Development on complex bids.
• Work directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends, and item usage to support internal stocking strategies and inventory planning.
• Proactive selling of all products based on knowledge obtained from customers and the transit industry.
• Participate in major projects or programs in collaboration with the Contracts/Program Specialist, as required.
• Assist Accounts Receivable with collections when required.
• Request additional reports from Analyst as required.
• Review/create Contact Reports, identify action items, and coordinate any tactical responses required.
• Attend trade shows as required.
• 10% travel required.

• High School Diploma/GED.
• Knowledge of Oracle systems/processes, bills of materials, and basic knowledge of transit vehicles and systems.
• Proficient in Microsoft Office, especially Excel.
• Analytical skills.
• Strong communication and organizational skills.

• Competitive wages.
• A continuous learning environment.
• Ability to advance your career with a growing company.
• Employee social committee organizes numerous events throughout the year, including summer barbecues, holiday festivities, sporting events, and tournaments.

• Seniority level:
  Associate
• Employment type:
  
  Full‑time
• Job function:
  Customer Service
• Industries:
  Motor Vehicle Manufacturing
• Salary: $43,000 – $56,200 (USD)
• Location:
  
  Delaware, OH
• Travel required:
  
  10%