Customer Service Representative (Manufacturing Industry)

Precix•New Bedford, MA

1d•$45,500 - $52,000•Hybrid

About The Position

This role is currently temporary to support workload and open projects, with the potential to convert to permanent based on project and workload progression. The position is responsible for being the main point of contact for the OAM (after-market O-Ring) distribution and OEM (Original Equipment Manufacturing) customer base. Responsibilities include order entry, return material authorization (RMA), initial 8D/CCR response, lead-time negotiation/presentation, and some pricing and promotion of product. Frequent, proactive communication with Operations, Planning, Quality, Accounting, and Technical departments is required to ensure high customer satisfaction.

Requirements

High school diploma or equivalent.
Minimum two years of customer service experience.
Must be able to take direction/supervision and work cooperatively with others.
Able to work in a fast-paced environment.
Strong interpersonal skills.
Ability to use computer and related software programs to accomplish assigned tasks.
Proficient in Microsoft Office Suite.

Responsibilities

Coordinate activities with Supply Chain Manager.
Maintain contact with customers concerning delivery information and coordination of miscellaneous needs.
Handle inbound calls, faxes, and email, delivering responses via the same media and making proactive follow-up sales-type calls.
Run reports for Quality (QC) and the warehouse.
Receive customer phone calls and provide support via phone and in person.
Run reserve reports in Discoverer and Reserve Product in SAP.
Review Purchase Orders (Contracts) and report back to the customer for disposition.
Check/verify cure dates per customer demands.
Enter Purchase Order/releases and send acknowledgements to the customer.
Initiate the Return Material Authorization (RMA) and initial 8D/CCR response and process through SAP.
Enter replacement orders as needed and follow up with the Customer Services Manager regarding restocking fees.
Follow up with Sales & Marketing and/or Customer Service Manager on all pricing discrepancies.
Direct customers to the company website for stock checking, order entry, and order status.
Assist with physical inventory counts and/or data entry.
Provide lab reports, certificates of conformance, etc. per customer request.
Follow up with Customer Service Manager, Sr Customer Service Rep., or Sales & Marketing on address changes/additions and customer perm note changes or additions.
Submit DCNs (Document Change Notice) in SAP.
Complete and submit ECNs (Electronic Change Notice) and APCO request forms to technical.
Attend internal meetings/customer conference calls as needed.
Attend customer required portal/website trainings as needed.
Gather all documents required for internal/external audits.
Comply with company retention policy/file documents as required.
Perform other duties as required or requested.