Customer Care Associate I

Customer Care Associate I

Description Who We Are :

Stevens Manufacturing has served the aerospace and commercial industries since 1956. Located in a 64,000 square-foot facility in Milford, Connecticut, the company serves customers in all states and worldwide.

As of February 2021, Stevens is a part of Essex Industries, which is family-owned company that has facilities in St. Louis, MO and Huntington Beach, CA.

Summary of Job :

The purpose of this job is to be the primary day-to-day contact for our customers concerning their orders and delivery schedules.

Respond to customer inquiries, track orders, and input data into appropriate systems. This position is an integral part of the sales team and must be able to coordinate with a variety of internal customers.

Essential Duties and Responsibilities may include the following.

• Receive all customer inquiries, domestic and international. Send pro forma invoices, quotes, literature, lead-time, letters of credit, certificates of conformance, tracking, delivery dates, RAs and educates customers.
• Coordinate with customers and Export Compliance Manager to obtain export / import licenses and end user statement / information, as required.
• Provide phone support fielding customer inquiries.
• Receive and resolve customers concerns and issues.
• Monitor orders to insure on-time shipment by participating in open order / production meetings.
• May entail monitoring customer websites for delivery schedules
• Maintains customer specific files and work instructions.
• Coordinates product returns and repairs from customer sites.
• Ability to navigate the internet to access customer-specific information from web-based portals.
• Back up and assist other sales and finance roles as required.
• Provide back-up to Shipping Coordinators as required.
• Demonstrate ability to operate independently without daily supervision from Supervisor.
• Perform special projects / tasks as assigned by your supervisor.

Requirements

Required Education / Experience / Certifications :

Associates level degree of knowledge / training and 5-7 years of experience with customer interaction in person, over the phone, and via written correspondence;

or equivalent combination of education and experience.

Knowledge of a second language, desirable.

Essex Covid Vaccine Policy

At Essex, maintaining the health and safety of our employees and their families, customers and communities is our top priority.

It is required for all employees to be fully vaccinated against Covid-19. Essex will enforce this requirement consistent with applicable state and federal law.