Customer Service Representative

Position Summary

The incumbent in this position is responsible for processing and tracking customer orders, and responding to customer inquiries. Receive orders via phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates and delays; and handling complaints.

Essential Functions

• Support customers through on-going communication; research and resolve issues regarding customer orders and product availability. Direct inquiries to the appropriate department for assistance as needed.
• Process and enter customer orders/changes/returns according to established department policies and procedures.
• Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items).
• Receive and review customer inventory forecasts; verify and match orders in the system.
• Partner with and support inside/outside sales team to meet and exceed customers' service expectations.
• Create new customer accounts in SAP System; add new part numbers; and make changes in the system to the description, prices, or customer part numbers. Create customer folders and forward order confirmations to the production planning department.
• Review and/or make changes to existing customer accounts; revise contact information and maintain SAP data.
• Provide timely and accurate information to customers regarding order status, product lead times, pricing, shipping information, and anticipated delays.
• Monitor and report on time customer deliveries.
• Handle special project requests (e.g., track lead free parts, pull customer sales reports) as assigned.
• Handle sample requests from customers and project managers. Work with inventory control and production to get samples made and sent out to customers.
• Ensure and provide quality service to both internal and external customers.
• Work with production planning to ensure customer deliveries are met and expedited orders are handled properly.
• Provide backup support to other Customer Service group members in the performance of job duties as required.
• Attend regular department meetings and provide expertise as a member of the customer service team.
• Adhere to EMS and IATF 16949 Policies and Procedures.
• Perform all other related duties as assigned by the supervisor.

Knowledge, Skills and Abilities

• Ability to proficiently use various company-related and external systems and databases.
• Ability to proficiently use computer programs such as Microsoft Office applications.
• Ability to work effectively with internal/external personnel, and customers.
• Ability to proficiently operate office technology and equipment (e.g., computer systems).
• Ability to communicate effectively verbally and in writing.
• Ability to carry out duties and handle difficult situations in a tactful, sensitive and professional manner.
• Ability to multi-task and prioritize work to meet time sensitive deadlines.
• Ability to work in a fast paced environment and manage several projects simultaneously.

Qualifications

• High School Diploma or GED equivalent.
• Minimum of two (2) to three (3) years of progressively responsible customer service experience preferably in a manufacturing environment.
• Ability to identify and meet customers' needs and requirements.
• Must be detail-oriented and have excellent problem-solving skills.
• Excellent oral and written communication skills.
• Must be able to read, write, and speak English proficiently.
• Must have good basic math skills.
• Exceptional phone and customer service skills.
• Must have excellent interpersonal skills.
• Must be proficient with computers and demonstrated skills in office applications such as MS Word, Excel, and Outlook.
• Experience working with SAP system a plus.
• Bilingual Spanish is a plus.

Physical Demands

While performing the duties of this job, the employee must be able to work in a variety of physical positions, including sitting, bending, reaching, walking, and stretching. The employee is regularly required to talk and/or hear.

• The employee is frequently required to use hands, handle or feel.
• The employee must be able to perform physical activities such as, but not limited to, lifting and/or moving light objects up to ten (10) pounds.
• Specific vision abilities include close vision.
• Employee may be exposed to hazardous materials and chemicals.

Work Environment

While performing the duties of this job, the employee typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

Although the incumbent primarily works in an office environment, while performing the duties of this job the employee may be exposed to an industrial manufacturing environment. The employee may work near moving mechanical machinery and/or vehicles, and the noise level in the work environment may range from moderate to loud.

The duties listed above are intended only as illustrations of the various types of work that may be performed and is not a comprehensive listing of all functions and tasks performed by positions in this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.