Customer Support Coordinator

Excelitas Technologies

29d•Onsite

About The Position

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors. We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast-paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

Requirements

Bachelor’s degree in business or related field preferred.
Two years of customer support, inside sales or contract administration work experience preferred.
Previous manufacturing experience preferred.
Previous experience using enterprise resource planning (ERP) software preferred.
Knowledge of import/export regulations and terms preferred.
Highly organised, self-motivated and possesses a desire to work at a fast pace with a sense of urgency, accuracy, flexibility and ability to make decisions independently.
Ability to manage several tasks at once.
Ability to work on a wide variety of tasks with little or no supervision.
Able to foster strong relationships with customers (internal and external) and communicate effectively in person, via the telephone and electronically.
Able to negotiate with others to resolve conflicting objectives and priorities to ensure customer satisfaction.
Strong Microsoft Suite Skills preferred; Salesforce experience preferred.

Responsibilities

Provide company and specific product information to prospects and/or customers. According to policy, quote standard price and delivery of commercial products via telephone, fax, and email.
Receive and enter sales order information into the applicable ERP. On-board new customers including all customer contact, billing, and shipping information.
Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable team of any concerns.
Create and maintain customer files to contain all order, quotation, invoices, and other documentation related to that customer.
Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.
Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed and assisting with resolution of any other sales related issues where applicable.
Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls
Assist with adherence to ISO 9000 standards and requirements; the Export Management System (EMS), Internal Control Program (ICP) and Import Management System (IMS); prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMA’s, bookings, etc
Responsible for the tactical requirements of export and import compliance, including obtaining the required export licenses prior to shipment /export. Obtain Certification of Ultimate Export Consignee and/or End User Certificates and/or End Use Statements as necessary for new orders
Maintain documentation according to company record retention policy
Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.
Other duties as assigned