Customer Service Representative

Primary Function:
Operate in a fast-paced team environment to ensure that the company meets and exceeds customer requirements for timely delivery of the highest quality products and services.

• Manage customer order requirements from receipt of order through shipment.
• Receive orders for products from customers and verify prices, specifications, and terms are correct.
• Request ETA of components if any are customer supplied.
• Contact the customer if clarification is needed on the purchase order.
• Processes customer orders by reviewing data for deficiencies (i.e., specifications, pricing, ship method, etc.).
• Enter sales order into MRP.
• Enter the work order and verify raw material availability.
• Blanket order and Kanban, order maintenance.
• Maintain open order reports for selected customers.
• Maintain specialty R&D orders for engineering.
• Confirm the order with the customer.
• Track order status and communicate any changes/status updates to the customer.
• Respond to customer inquiries in a manner that is timely, complete, and meets the customer’s expectations.
• Answer telephones and handle high-volume email correspondence.
• Handle customer complaints by entering them into CEBOS, corresponding with the customer as needed, and ensuring credits are completed in QAD.
• Submit new or revised specifications to the appropriate team members for review and approval.
• Manages any SNC or Kanban to ensure orders ship and are entered to meet requirements.
• Support the sales team with tasks such as (but not limited to) researching past orders, compiling data, etc.
• Track and report all past-due orders for a matrix.

• Comply with all related company ISO requirements.
• Comply with all safety regulations and apply good judgment in safely performing all tasks.
• Communicate with the customer service manager on all appropriate concerns related to meeting objectives, working conditions, safety, and interpersonal conflicts.
• Other duties as assigned.

None.

• The ability to perform all duties and responsibilities satisfactorily.
• The perception is that customer satisfaction is the #1 priority with an excellent disposition in all personal interactions.
• Advanced working knowledge of personal computers and experience in their use in business applications.
• Ability to read, comprehend, and interpret directions, instructions, customer specifications, purchase orders, production

documentation, quality system procedures, correspondence and memos, data sheets, brochures, safety rules, operating and maintenance instructions, procedure manuals, and MSDS sheets.

• Ability to create customer correspondence, routine reports, and other correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.
• Ability to apply problem-solving techniques in situations involving numerous variables.

Associate’s degree or high school diploma and/or 1-3 years of related experience.

Ability to apply concepts such as fractions, percentages, ratios, and proportions

• Ability to read and interpret documents including safety rules, operational instructions, procedure manuals, and MSDS sheets.
• Ability to write routine reports.

Must be proficient in using system programs such as Microsoft Word, Excel, and Outlook.

• Ability to apply common sense to carry instructions in written, oral, or diagram form.
• Ability to deal with problems involving several variables in standardized situations.

None.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with Disabilities To Perform Essential Functions.

• Ability to frequently lift and/or move up to 10 pounds.