CSR II

MW Industries Job Opportunities•Seymour, CT

About The Position

The Customer Service Representative II (CSR II) establishes and maintains positive customer relationships. Using the customer service management system, the role enters customer sales orders and releases, plans and enters production work orders, and facilitates communications among outside sales, customers, and the division. This position has no supervisory responsibilities. The CSR II manages customer purchase orders and releases, maintains accurate backlog and open-order information, coordinates order status with production and purchasing, and provides coverage for customer service and receptionist functions. The role also supports quoting, customer follow-up, shipment communications, and coordination with Quality on customer documentation and labeling requests. It serves as a front-line contact for irate customer calls concerning late or non-conforming parts, and may perform additional duties as assigned by a supervisor or management. The work is primarily sedentary in an office environment, involving prolonged sitting and computer use, frequent typing and document handling, and regular communication in person, by phone, and in virtual meetings. Occasional standing, walking, bending, reaching, and lifting or carrying light items are also described.

Requirements

High school diploma or equivalent.
Minimum three years of customer service experience.
Experience working with data and order entry.
Experience in a manufacturing setting.
Excellent organizational skills.
Self-starter with attention to detail.
Competency in Microsoft Office programs.
Excellent and professional verbal and written communication skills.
Punctual and dependable.
Ability to perform duties and responsibilities professionally and treat others with respect.
Ability to work independently or in a team environment.

Nice To Haves

Associate degree.

Responsibilities

Manage customer purchase orders and releases accurately.
Maintain an accurate customer backlog and track the open-order report.
Ensure the part number revision on customer orders matches the system.
Check with production and purchasing on the status of open orders.
Back up customer service with order entry during vacations.
Back up the receptionist by answering phones and providing receptionist coverage when necessary.
Serve as a liaison between production and customer service.
Enter ASNs on customer websites and/or communicate shipment information to customers.
Back up the quoting department by entering RFQs and sending quotes to customers.
Follow up with customers regarding quotations, samples, literature, new accounts, and related matters.
Coordinate with Quality to ensure customer requests for PPAPs, ISIRs, special certifications, and labeling are addressed.
Handle irate customer calls concerning late or non-conforming parts as a front-line responsibility.
Perform additional duties as required by the supervisor or management.