Sr. Customer Service Representative

Ferrotec Usa Corporation • Livermore, CA

21h

About The Position

The Sr. Customer Service Representative processes quotations, sales orders, bookings, releases, and shipments, and coordinates with other departments to address problems and customer requests. The role serves complex accounts and orders, responds to customer inquiries, and supports timely, courteous, and complete service. Duties may vary by business unit and may change at management’s discretion.

Working under minimal supervision and using established procedures, the representative enters and updates orders in Oracle or another selected MRP software package, maintains customer need and scheduled ship dates, and participates in order-entry audits for J-Sox compliance. The role may also handle order changes, consignment inventory, returned or repaired products, short shipments, credits, order expedites, and overseas air and sea shipments. Additional work can include monitoring customer portals, preparing reports and support information, improving operational processes, and mentoring and training other representatives. The position reports to the Manager of Customer Service, Regional Sales Manager, or equivalent. A commitment to quality and enabling organizational change is expected.

Requirements

• High school diploma or equivalent and 5–8 years of experience, or an associate’s degree in a related discipline or equivalent and 2–5 years of experience.
• Excellent organization and communication skills.
• Ability to work well with others.
• Ability to exercise discretion and judgment regularly.

Nice To Haves

• Experience with an ERP system, preferably Oracle.
• Familiarity with international cultural and legal differences related to sales transactions.
• Chinese/English or Japanese/English bilingual language skills; may be required in some business units.

Responsibilities

• Process quotations, sales orders, bookings, releases, and shipments.
• Coordinate with other departments to resolve problems and communicate customer requests.
• Answer customer inquiries and provide courteous, efficient, and complete service and support.
• Initiate customer orders for changes, consignments, returned or repaired product, short shipments, and credits.
• Respond to customer inquiries about delivery and order status.
• Enter sales orders into Oracle or the selected MRP software package.
• Update customer need dates and scheduled ship dates according to department protocols.
• Participate in order-entry audits with other representatives to support J-Sox compliance.
• Coordinate with other functions to help ensure customers receive effective service.
• Prepare support information for sales and engineering teams for sales orders and problem resolution.
• Use judgment within defined practices and procedures to determine appropriate action.
• Expedite existing orders in response to customer pull-in requests by communicating with Operations team members, as needed.
• Monitor inventory consigned at customer locations, account for inventory, and order or schedule replacement material within management guidelines, as needed.
• Service complex accounts and orders and assist entry-level representatives with challenging issues.
• Identify improvement opportunities and participate in developing better operational processes.
• Arrange air and sea shipments with overseas factories based on customer requirements, as needed.
• Monitor customer portal sites for requirements to pull in or push out orders, as needed.
• Support major-account consigned-inventory programs to help meet inventory and service levels, as needed.
• Plan, develop, and implement systems for accurate, timely, and efficient customer service activity.
• Prepare, develop, or maintain reports as requested by management.
• Mentor and assist in training entry-level and intermediate-level customer service representatives.
• Maintain an overriding commitment to quality and enable and drive organizational change.
• Perform other related duties as assigned or reasonably requested.

Benefits

• Medical, dental, vision, life, and disability benefits.
• 401(k) matching.
• Flexible work hours.
• Tuition reimbursement.
• Leadership development.
• Travel and hotel discounts.
• Paid time off, sick and wellness time, and volunteer time.
• Employee recognition program.
• Employee engagement and appreciation events.
• Virtual wellness activities and classes available to employees and family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED