Customer Service Representative

Sumitomo Electric Group•Raleigh, NC

20h

About The Position

The Customer Service Department at Sumitomo Electric Lightwave Corp. is dedicated to providing excellent service that distinguishes us from the competition through timely and effective follow-up on all aspects of the Order Management Process. We ensure complete order support and continuity for all Sumitomo customers, from initial order entry through scheduling, invoicing, and follow-up for all product groups. Our approach is a team effort, with systems designed to allow individuals to focus on their assigned Major Accounts while still providing excellent service to smaller accounts and supporting other Customer Service customers as needed. As a Customer Account Representative, your primary responsibility is to be totally customer-focused and act as the main liaison between your assigned customer accounts and internal SEL departments. You will be the customers' advocate, ensuring timely and effective communication regarding order status, shipment schedules, and invoicing to keep them informed and satisfied. The department's overall goal is to address all issues in a prompt and professional manner. As a staff member, you are expected to perform at a high level of competence, seeking advice and direction from Senior Customer Representatives in managing your daily activities.

Requirements

Minimum of High School Diploma
Some general college level course work or equivalent work experience concentrated in a professional business area such as marketing, sales, business administration, or accounting.
At least 3 years proven work experience in a current or equivalent 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 environment.

Nice To Haves

Prefer a 2 or 4 year degree.
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.
Verifying through the Contract Review process that the order is entered correctly as reflected by the customer Purchase Order.
Getting orders released to production in a timely manner and pursuing a delivery date to communicate back.
Working with other SEL departments to ensure that any issue affecting 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 thoroughly versed in the capabilities of the order management systems, processes and procedures.
Running daily order and shipment reports for use in managing workload, using to spot issues or potential problems.
Provide back up to other Reps who are out due to sickness or vacation.