Customer Service Representative

Murata America

10d•Hybrid

About The Position

The Sales Planner is responsible for providing customer satisfaction for their assigned accounts. Within the scope of Total Account Management, the Sales Planner serves as the link between the Customer, Sales, Logistics, and the Factory. The Sales Planner has the responsibility to maintain the integrity of the customer backlog and strive to meet our goal of 100% customer satisfaction of their account base.

Requirements

High School Diploma or GED.
1+ years of experience related to customer service, order management, or planning.
Proficiency with Microsoft Excel and accurate data entry.
Interpersonal skills including effective collaboration and communication skills.
Ability to work in a team-oriented environment, provide a positive customer experience, high sense of urgency, ability to and multi-task, and strong organizational skills.
Proficiency in judgment and problem-solving skills.
Ability to adapt to ever-changing work priorities and environment while working among individuals from a wide variety of cultural backgrounds.

Nice To Haves

Associate’s degree or higher.
Experience working with third-party vendors and/or vendor-managed inventory.

Responsibilities

Enter and maintain customer demand which includes creating and monitoring firm orders and forecasts, releasing new orders, monitoring backlogs, and processing change orders and cancellations.
Release purchase orders to the factory. Maintain factory backlog based on customer requirements including expedites, pushouts, and cancellations. Monitor inventory and take appropriate action to reduce the risk of excess inventory.
Initiate special billing and credit requests with detailed explanations related to the root cause, and supply corrective action as appropriate.
Monitor slow-moving and excessive inventory. Maintain details related to the root cause of excess inventory and mitigate excess as well as slow moving inventory for assigned customers.
Notification for price discrepancies, backlog errors, and allocation quantity differences. Initiate communication with sales on discrepancies with customer order processing. Daily discussions with internal and external contacts regarding order status and shipment issues to support customers and resolve problems.
Meet or exceed established KPI’s (Key Performance Indicators) for assigned accounts.
Utilize established Excel and Web-based tools proactively to recognize exceptions or potential problems with customer demand.
Maximize Murata’s competitive advantage through service while minimizing operational risk.
Review all daily system-generated reports and take necessary actions to resolve problems and issues.
Provide shadowing and training for new hires and account transfers as needed.
Perform other job duties as assigned.