Customer Service Rep 2

JAMCO AMERICA, INC.

Job Title : Customer Service Representative 2

FLSA Status : Non-Exempt

Salary Range : $25.10-$32.10

Summary

Perform customer service duties, requiring extensive knowledge and experience with ERP / MRP system (Epicor) to coordinate activities involved with spare parts sales and continuous improvement.

Executes required tasks for maintaining premium customer service for Jamco America's targeted customers. Documents procedures for the sake of eliminating group tribal knowledge and actively promotes the sharing of process and customer information within the group.

This role may involve specialized customer support account management of one or more large customer accounts.

Essential Duties and Responsibilities include the following with other duties as assigned :

• Manage Customer Account(s) through professional communication, order processing, order management, follow-up, shipment, and invoicing
• Utilizes knowledge of the order lifecycle to best support the customer(s)
• Works closely with Planning and Purchasing during the acquisition phases of the order lifecycle
• Works closely with Inventory Control, Quality Control, ODA, and Shipping departments to ensure active flow of parts through our facilities
• Works closely with Jamco Tokyo on open order status / updates
• Assist others by helping drive change within the department in a supportive and positive manner
• Able to occasionally support after hours and / or weekend AOG or urgent POA orders
• Helps, coaches, and encourages teammates who may seek assistance with their daily work
• Perform regular Sales Order Audits on orders created by others on the team in an effort to reduce order defects
• Acts as a backup to teammates in their absence as required
• Processes customer RFQ's and helps answer general customer inquires on a daily basis
• Monitor and follow up with open orders to ensure full support of customer program schedules
• Communicates effectively with customers via email, teleconference, telephone, or in-person as required
• Actively help resolve conflicts that may arise with internal and / or external customers
• Assist as necessary in expediting delivery of goods to customers

Supervisor

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All external hiring is contingent upon the successful completion of a pre-employment drug screen and a criminal background check.

Requirements

Education and / or Experience

High School Diploma or GED

• Demonstrate effective communication skills both verbal and written
• Willing and eager to learn new processes and procedures
• Flexibility and adaptability with regards to change and change management
• Demonstrates dependability by showing up to work and meetings on time consistently
• Able to successfully coordinate projects from start to end if required
• Proficiency with Microsoft Office products specifically MS Excel and Outlook
• Continuous improvement mindset
• Attention to detail

Language Skill

• Ability to read and interpret documents such as purchase orders, safety rules, operating and maintenance instructions and procedure manuals.
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers of employees of organization.

Customer Orientation

Must demonstrate concern and take actions to meet requirements and high standards of quality of both internal and external customers.

Must display courtesy and sensitivity, manage difficult situations, meet commitments, respond promptly to customer needs and solicit customer feedback to improve service.

Physical Demands

While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk and hear. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Jamco is passionate about providing a competitive and comprehensive benefits package and pleased to offer the following to eligible employees-

• Medical Coverage
• Dental and Vision Reimbursement
• 401(k) Retirement Savings Plan
• Benefit Conversion at Termination
• Bereavement Leave
• Educational Assistance
• Family and Medical Leave
• Paid Parental Leave (40 hours) *Qualifying event after June 15th, 2022
• Flexible Benefit Plan (Flex Spending)
• Holidays
• Jury Duty / Witness Service Leave
• Life Insurance
• Long-Term Disability
• Short-Term Disability
• Pregnancy Leave
• Paid Time Off (PTO)
• Personal Leave
• Wedding Leave
• Wellness Program / Gym Reimbursement
• Pet Insurance
3 days ago