Senior Customer Service Representative (Permanent) (Onsite)

Please note that this position is Permanent and is On-Site.

Top Skills:

• Go-getter, driver, someone who can take their own initiative after they're comfortable in the role
• Previous Customer Support experience
  Manufacturing experience would be preferred
  Experience in Sales Force and Microsoft Suite skills

Qualifications:

• Bachelor's degree in business or related field preferred.
• 5+ years minimum customer support, inside sales or contract administration work experience.
• Previous manufacturing experience preferred.
• Previous experience using enterprise resource planning (ERP) software is required.
• Demonstrated knowledge of import/export regulations and terms.
• 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.
• Experience managing customer portals, stock quoting and contract management preferred.
• 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 Office Suite Skills required, Salesforce skills preferred.

Main Responsibilities:

Manage the process of order fulfillment:

• Thoroughly read and analyze Customer Purchase Orders and additional documentation and enter Made2Manage (M2M) to drive correct signals to procurement, production, planning and quality.
• Administer sales order through each phase of production from order acknowledgement to final shipment.
• Responsible for communicating technical issues, deviations, commercial issues, major milestones, critical path items, schedule of deliverables, cost assumptions, and payment schedules to customers.
• Resolve operational issues such as delivery schedules, order revisions, questions, invoicing, and warranty issues in an accurate and timely manner.
• Schedule and lead status update calls and communications with top customers as needed.
• Act as liaison between customers and engineering and quality when necessary.
• Manage customer account information in M2M to ensure address, contacts, payment terms and ship methods are accurate and up-to-date.
• Manage part number data in M2M, such as pricing, quote details, etc. for accuracy.
• Act as liaison between customers and Accounting on invoice questions and payment resolution.
• Act as point of contact for credit-card payment collection, while maintaining confidentiality.

Compliance and support:

• Assist to ensure Export Control requirements are planned for and met. Assist as needed to provide accurate documentation for domestic and international shipments.
• Administer customer databases and portals as needed to support delivery schedule coordination, obtaining PO’s, generating invoices, extracting drawings, etc.
• Issue, manage and administer RMAs for customer returns and coordinate rework as necessary in coordination with the Quality team.
• Act as a liaison for foreign distributors by providing current and accurate information on all products.
• Actively participate in process mapping and process improvement initiatives within the team and as needed throughout the organization.
• In coordination with Configuration Management, initiate and mange to completion part revision rolls and first-time orders.
• Assist Product Managers, Project Managers and Business Development Managers in the generation and submission of quotation documents as needed.
• Serve as group representative in cross functional projects.
• Assist in training new team members in the processes and areas of responsibility for Customer Service, as well as serve as back-up/Coverage for team members when needed.
• As well as train other teammates when needed.
• Attend meetings for manager when necessary and report back the details.
• Cover for other team members when they are out.
• Helps develop and update documentation.
• Can run the weekly team meeting with any updates.
• Participate in internal and external improvement teams.
• Other responsibilities as assigned.

This role drives account retention through superior customer responsiveness and attention to detail. Performs order management in a complex, fast-paced and diverse environment. Provides support to external customers and facilitates internal communications related to order fulfillment and customer requirements. As well as train other teammates when needed. Attend meetings for manager when necessary and report back the details. Cover for other team members when they are out. Helps develop and update documentation. Can run the weekly team meeting with any updates. Participate in internal and external improvement teams.

Reports to Customer Service Manager

Candidates must provide their phone number. Job reference number is A5258.