Customer Response Specialist/Planner

Total Plastic Solutions•Lynchburg, VA

13d

About The Position

The Customer Response Specialist/Planner provides appropriate resolutions for customers and the business, manages customer relationships and service needs, and supports an orderly, consistent production-floor schedule. The role coordinates work among plant departments and handles customer questions about orders and shipments through phone and email, providing professional, timely service. It also supports sales-order administration, production scheduling and forecasting, inventory control, shipping monitoring, contract review, and adherence to applicable quality-management standards.

Requirements

High school diploma or higher.
Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
Excellent written and verbal communication skills.
Three years of customer service experience.
Ability to remain stationary for 80% of the time.
Ability to operate standard office equipment and keyboards.
Ability to lift and carry small parcels.

Nice To Haves

Manufacturing experience.

Responsibilities

Maintain a positive, empathetic, and professional attitude toward customers.
Respond promptly to customer inquiries through inbound and outbound telephone calls, the internet, and written correspondence.
Remain calm when customers are stressed or upset.
Provide direct customer support, including sales-order entry, price verification, checking material and component availability, and processing order revisions.
Use IQMS ERP software and maintain electronic production files in IQMS.
Schedule injection-molding presses and post-molding activities for assigned customers.
Create and update forecasts for existing and new orders.
Enter new sales orders, update existing orders, and monitor changes daily.
Coordinate activities among Production, Engineering, and the Tool Room to improve workflow.
Assist with inventory control.
Run reports and monitor order shipments and delivery times.
Conduct contract review in conjunction with the Managing Director of Operations.
Provide product and service information and resolve product and service problems while considering the Company's interests.
Understand and apply applicable ISO 13485 and AS 9100 clauses to role responsibilities.
Follow ISO requirements to maintain and improve the Quality Management System.