Customer Care Rep
About The Position
The Customer Service Specialist is responsible for communicating with customers from bid through delivery which includes quotation entry, order entry/conversion, and delivery of updates/requests/requirements to the customer. This role serves as the primary point of contact for assigned customer accounts, ensuring prompt responses to inquiries and fostering positive relationships with customers, distributors, and internal stakeholders. The specialist will resolve customer issues by coordinating with various departments, prepare quotations, convert them into sales orders, and meticulously review customer requirements for accurate order entry. Additionally, they will process customer requests such as order changes, credits, RMAs, complaints, and documentation requests, while also coordinating customer orders through manufacturing and fulfillment, tracking milestones, and communicating status updates.
Requirements
- Experience in customer service, procurement, and/or manufacturing preferred
- Excellent computer skills including, Microsoft Suite products, and Adobe
- Ability to work independently and with minimal direction or supervision
- Commitment to work safely in all aspects of the position
- Competently perform all the essential duties of the position, with or without reasonable accommodation
- Demonstrated commitment to effective customer service delivery
- Ability to work productively as a member of a team or work group
Responsibilities
- Serve as the primary point of contact for assigned customer accounts from quotation through final delivery.
- Respond promptly to customer inquiries regarding quotations, orders, documentation, delivery status, and product information.
- Develop and maintain positive relationships with customers, distributors, and internal stakeholders.
- Resolve customer issues by coordinating with engineering, production, planning, quality, logistics, and sales.
- Prepare customer quotations and convert awarded quotations into sales orders.
- Review customer requirements to ensure complete and accurate order entry.
- Process customer requests including order changes, credits, RMAs, complaints, and documentation requests.
- Coordinate customer orders through each stage of the manufacturing and fulfillment process.
- Track order milestones and communicate status updates to customers and internal teams.
- Coordinate required documentation including drawings, certifications, inspection reports, shipping documents, and quality records.
- Maintain organized project files and customer records.
- Monitor customer deadlines and proactively identify potential schedule impacts.
- Assist with coordinating customer deliverables and follow up to ensure commitments are met.
- Escalate schedule, commercial, or technical concerns to the appropriate internal department when necessary.
- Prepare and distribute customer documentation accurately and on time.
- Maintain accurate records within ERP, CRM, and document management systems.
- Support document control activities throughout the customer order lifecycle.
- Ensure customer files remain organized, complete, and current.
- Develop a working knowledge of GPT product lines, applications, and manufacturing processes.
- Understand customer specifications sufficiently to route technical questions to the appropriate subject matter experts.
- Support continuous improvement by identifying opportunities to improve customer experience and internal processes.
- Assist sales and project teams with administrative coordination activities as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
