Customer Service Representative II

NIBE Element North America•Hayward, CA

2d•$21 - $26•Onsite

About The Position

Therm-x of California is the leading manufacturer for Advanced Temperature and Control Systems for Hi-Technology industries. We have been in business for over 30 years and have a diverse customer base. We offer competitive pay, and a comprehensive benefits package. The NPI Customer Service Representative will work closely with the appropriate departments throughout Therm-x to ensure customer satisfaction and on time delivery of all Therm-x products. Maintaining accurate ship dates and notifying customers of changes in delivery schedule is critical. Communicate all customer needs to appropriate internal team/manager. Tracking and maintaining customer satisfaction records along with following company policy related to sales order processing.

Requirements

3+ years of customer service experience in a manufacturing environment
Some experience with an ERP/MRP operating System.
Ability to read, write and issue clear verbal instructions
Knowledge with Microsoft Office Suits

Nice To Haves

Working knowledge of Epicor a plus

Responsibilities

Courteous and timely response to customer requests.
Develop and maintain customer satisfaction records and provide to management for review.
Maintain and summarize customer complaints for management review and corrective action.
Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.
Communicate with manufacturing to pull in or push parts out per customer request.
Learn and use customers software packages to provide forecasts to management for planning purposes as wells as manage sales orders and other required communications.
Process, review and confirm purchase orders to customer.
Provide quotes upon request and obtain all necessary documentation, BOM, drawings, ECO & related info to engineering.
Request forecasting and submit to planning.
Send reschedule report to planning for review and submit to customer once validated.
Send RMA requests to RMA Team.
Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.
Learn and use Customers web-based portals to provide forecasts/demand to Management for planning purposes.
Review and update procedures, policies, and standards.
Analyze statistics and compile accurate reports as needed for Management review.
Take ownership of Customers’ escalations and follow through to resolution.