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
- 3-5 years experience utilizing an ERP system, required (Epicor experience a plus), 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
Nice To Haves
- Experience working with EDI/Order Automation, preferred
- Bachelor’s Degree in business administration, preferred
- Business to business experience, preferred
- Experience with high volume/SKUs, preferred
Responsibilities
- Reviewing and managing customer orders.
- Acknowledging customer orders within 24 hours of receipt of PO.
- Leading/Maintaining customer communication on a regular basis (emails, phone calls, meetings).
- 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 acknowledged 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 Sur-Seal 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.
Benefits
- Competitive base salary with variable compensation components
- Health, dental, and vision insurance
- Company match program into employee’s 401k accounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
