Customer Service Representative

Sumitomo Electric Lightwave Corp. • Raleigh, NC

3d

About The Position

The Customer Service Representative's primary responsibility is to be totally customer-focused, acting as the main liaison between assigned customer accounts and internal SEL departments on all open or completed orders. The key to success in this role is timely and effective communication with customers, prompt follow-up on inquiries, and keeping them informed regarding order status, shipment schedules, and invoicing. The department's overall goal is to address all issues in a prompt, professional manner. As a member of the staff, you will be expected to perform at a high level of competence, seeking advice and direction from Senior Customer Representatives in managing daily activities.

Requirements

• At least 3 years proven work experience in a current or equivelent customer service position within the fiber optics industry dealing directly with customers on products or services that are technical in nature.
• Demonstrated knowledge of Microsoft products, particularly Outlook
• Ability to interact effectively and professionally with all Sumitomo customers and internally within the company departments at all levels of management, maintaining required level of confidentiality.
• Willingness to work closely as a team to make the customer first and foremost.
• Must be able to work overtime as required.
• Work well without constant direct supervision, demonstrating good decision making ability.
• Extremely well organized, flexible, capable of multi-tasking and working in a fast paced stressful enviroment

Nice To Haves

• Some knowledge of export regulations cost sheets, product designs, contribution margins, freight terms, and account strategies.

Responsibilities

• Responsible for all aspects of assigned customer accounts from order entry through shipment/invoicing.
• Entering of customer orders, creating order files, issuance of acknowledgments, processing EDI transactions, and attaching all paperwork to the appropriate sales order.
• After order entry, verifying through the Contract Review process that the order is entered correctly as reflected by the customer Purchase Order. Getting these order released to production in a timely manner and pursuing a delivery date to communicate back.
• Work with other SEL departments to insure that any issue effecting our ability to meet our customers expectations are addressed, and, if prudent, communicated to your customers.
• Following up with the customer on the shipping schedule, verifying that all order acknowledgments are promptly communicated.
• Identifying inventory that can be used to fulfill an order and making sure it is allocated in a timely manner.
• Seeking a deeper understanding and knowledge of SEL product and the applications. Being throughly versed in the capablities of the order management systems, processes and procedures.
• Run daily order and shipment reports for use in managing work load, using to spot issues or potential problems.
• Provide back up to other Reps who are out due to sickness or vacation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED