Job Title:  Customer Service Representative

JOB SUMMARY:

The overall goal for Customer Service is to manage all activities, both internal and external, associated with existing product and/or tasks that are related to new project development. Customer Service is also the gatekeeper for all incoming sales orders and associated tasks, including receipt, entry, processing, and acceptance. Customer Service is responsible to monitor and communicate delivery schedules for all projects via customer status reports. Customer Service initiates, routes, coordinates, and monitors all RGAs and customer complaints. Customer Service is a support organization to the Production Manager, Scheduling and Shipping on an as needed basis. Customer Service is responsible for providing accurate, proactive communications to internal as well as external customers.

DUTIES AND RESPONSIBILITIES:

• Enter and process purchase orders as they are received.
• Ensure all purchase orders are processed to contract review requirements.
• Maintain pricing within ERP for all customers on an as needed basis.
• Ensure that if a quote affects a current order, the customer is notified, and a revised PO is received prior to shipment.
• Support the management of customer prints utilizing our EDMS. Ensure customer prints are in-house for all incoming orders that are received and matched by revision. Work with customers to obtain the appropriate documentation, blueprints, or specifications required for an order and start engineering changes in EDMS as required.
• Attend meetings as needed to ensure on-time delivery of orders.
• Coordinate delivery dates and provide weekly updates to customers via weekly status reports, online supplier portals, and/or conference calls as needed.
• Update customer databases, as required.
• May manager all product returns and customer events.
• May support production activities, administration functions, and other duties as assigned.

SKILLS:

Exceptional attention to detail required. Interpersonal communication and teamwork skills required. Strong organizational skills/leadership skills/ability to work cross functionally. Ability to handle multiple tasks in a fast-paced environment. Effective presentation, communication, and interpersonal skills. Hands-on individual who is a clear thinker and quick learner. Ability to perform diversified tasks. Flexibility to work overtime. Good problem-solving skills. Computer literacy and proficiency with Word and Excel a must. Greenlight Guru, Ariba, SNC, Visual Manufacturing and ERP knowledge preferred. Excellent oral, written, and telephone communication skills.

EXPERIENCE / EDUCATION:  

• High School graduate or equivalent.
• 0-3 years of customer service or related experience in manufacturing environement required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Physical demands: While performing the duties of this job, the employee is frequently required throughout the workday to sit. Employee is occasionally required to stand; walk; use hand/fingers to grasp/pinch/grip; climbing (stairs); stoop/knee/crouch/crawl. Must regularly be able to pull, push, lift and carry up to 10 pounds.
• Work environment: Work performed in an office environment. The noise level in the work environment is usually low.