Customer Service Rep I

Andritz•Concord, NH

31d

About The Position

Reporting to the Plant Manager, this position is responsible for maintaining relationships with customers and Application & Sales (Service) Engineer's with regard to production, initial quotations and shipment of products to customers. This position is the primary internal customer contact and support for field personnel and follows from quote to final shipment of product to customer.

Requirements

High School Diploma, Associates Degree beneficial but not required
3-5 years of relevant customer service experience in a manufacturing environment preferred.
English
Technology proficiency is essential, advanced Microsoft skills are preferred.
Word processing and spreadsheet software, as well as some accounting knowledge required.
Possess sound judgment, customer service skills, and organizational/scheduling skills.
Ability to prioritize effectively and multi-task.

Responsibilities

Analyze financial data by collecting, monitoring, and creating financial models for decision support
Prepares all quotes, vets PO, Application & Sales (Service) Engineer's data sheet and creates Factory Order for production as required by the customer. Makes sure all information and updates pertaining to the production of the customer's product is communicated to the Application & Sales (Service) Engineer and customer. Coordinates the trucking for any customer's product at the plant.
Assists customers and Application & Sales (Service) Engineer's in selection of roll material, or compound for the cover application.
Enters and tracks job information in Pointman (SAP/ERP database) and on sales register which shows active orders and billable orders for accounting to generate the Invoice for the month. Creates roll material card indicating customer information and roll dimensions, compound selection, etc.
Responsible for communicating customer needs to Sales Field, Planning, Warehouses, and other Departments as needed.
Handles and process Customer complaints, returns and allowances.
Provides updates to customers on the status of their rolls in production.
Handles the more technical or complex service questions from customers and applies judgment in resolving service or technical problems falling within established limits of authority and knowledge.
Track shipments and proof of delivery as required.
Maintain Estimated Sales Dates and Requested Dates on each order to assist in Inventory Management for assigned territories
Prepare Customs Documentation as required for shipment of pieces to Canadian Customers
Prepares and distributes Roll Data Packages after roll has shipped.
Sends out Customer Satisfaction Survey requests and tracks responses to address customer concerns and complaints.
May provide work direction to others
Performs other duties and projects as required by management.