Customer Support Representative

Sumitomo Electric Interconnect Products, Inc.•San Marcos, CA

3d•$29 - $31•Onsite

About The Position

The Customer Support Representative supports customers’ immediate questions, concerns, and scheduled orders, including unassigned accounts. The role provides direct and indirect customer support in coordination with Sales Service Representatives and reports to the Sales Operations Administrator. This is an onsite position at the company’s San Marcos, California location, and the company is seeking local candidates; relocation is not offered. The representative enters and confirms orders, shares delivery and pricing information, responds to customer inquiries and complaints, coordinates order fulfillment and special requirements, and assists with customer returns, credits, samples, and technical assistance. The role also performs related operational and documentation duties to help ensure customers receive products on time and in excellent condition.

Requirements

High school diploma or equivalent.
At least 2 years of customer service or sales experience in a distribution and/or manufacturing environment.
Basic knowledge of all SEIP product lines.
Sensitivity to customer perspectives and concerns, with the ability to efficiently resolve situations.
Excellent interpersonal, written, and oral communication skills.
Experience with Microsoft Outlook, Excel, and Word.
Enterprise Resource Planning (ERP) and data entry experience.

Nice To Haves

Bachelor’s degree from an accredited institution.
Work experience in the heat shrink tubing industry.
Multilingual speaking ability.

Responsibilities

Send customers order acknowledgements with delivery information after sales orders are entered.
Print pickers and file customer purchase orders, acknowledgements, and related documents daily.
Coordinate with relevant departments to ensure orders are handled efficiently and delivery dates are met.
Assist with duties involving various accounts, key accounts, and special projects as needed.
Respond to customer inquiries by phone and email.
Enter orders into JDE and confirm promise dates with customers.
Provide SEIP price and availability information as approved by a supervisor or manager.
Expedite customer orders upon request.
Research and inform customers about returns and credits.
Provide customers and other inquirers with samples and literature upon request.
Respond to customer complaints professionally and courteously.
Provide or refer technical assistance when needed.
Use customer portals to obtain order release data.
Send advance shipping notices as requested by customers.
Coordinate the creation and details of customer-specific labeling requirements.
Maintain literature inventory and update the Spec Library.
Maintain customer contact information.
Perform other operational functions as needed, completing tasks accurately and thoroughly.
Demonstrate a positive customer service attitude and contribute to the team effort to deliver products on time and in excellent condition.