Customer Service Representative
About The Position
The Customer Service Representative will work cross-functionally within the company to manage and develop all aspects of the assigned customer accounts while delivering excellent customer satisfaction. The Customer Service Representative must be a highly driven, customer-focused professional, with excellent communication skills. This individual will also be a consummate team player and collaborator, working cross-functionally throughout the organization to problem solve unique customer situations as they arise. The ideal candidate will also be very organized and detail-oriented with the ability to remain calm under pressure.
Requirements
- 3-5 years of related customer service experience in manufacturing, required
- Exhibits ability to be proactive and to multi-task
- Demonstrates a high degree of professionalism in written and oral communication skills
- Demonstrates analytic and problem-solving abilities
- Experience utilizing an ERP system (Epicor experience a plus)
Nice To Haves
- Business to business experience, preferred
- Experience with high volume/SKUs, preferred
- Bachelor’s Degree in business administration, preferred
Responsibilities
- Reviewing and managing customer orders.
- Acknowledging customer orders within 24 hours of receipt of PO.
- Committing to specific ship dates to our customers through a decision process that includes the following factors: inventory level, revision level, stocked/non-stocked, raw material availability, available production capacity, etc.
- Leading cross-functional discussions when acknowledge order date is beyond customer requirement.
- Communicating customer part obsolescence internally and coordinating actions to recoup as much potential loss as possible.
- Reviewing daily shortfall report, communicating internally and working with customers regarding possible changes to delivery date.
- Prioritizing production backlog for top customers.
- Managing customer expedites with production/purchasing and communicating status to customer. Analyzing and making decisions on options with consideration to cost, lead time, risk to other customers, etc.
- Investigating discrepancies with 3PL and internal processes to maintain inventory accuracy.
- Following up with customer regarding on-hold orders so revenue can be realized.
- Leading communication of quality issues, ensuring resolution to the customer.
- Identifying and improving Customer Service processes.
- Partnering with Mexico Customer Service Representative to coordinate and expedite U.S. shipments not from 3PL warehouse
- Developing and maintaining relationships with customers that facilitates open dialogue on Cohesive Components perception and performance.
- Visit customer site as needed to develop and grow relationships.
- Leading cross-functional teams to solve business issues directly affecting customers.
- Ensuring customer account data is accurate and current.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
