Customer Service Representative

JOB SUMMARY :

Serves our customers and plant operations by entering, maintaining and communicating internally and with the customer, details regarding customer purchase orders and order forecast.

Identifies any discrepancies or contingencies with a purchase order that would prevent an order confirmation, assembles the resources and stakeholders necessary to resolve these issues, and ensures complete order success, maximizing the plant’s production efficiency and meeting / exceeding the customers’ expectation to deliver product on time and in full.

Primary area of responsibility is the catheter manufacturing platform of the site, with collaboration and support given to the extrusion and components business as well.

Additionally, supports the business with pricing, contracts, quoting support and overall customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Reviews all customer orders and order acknowledgements (OA) for accuracy, and resolves any order discrepancies internally and / or with the customer
• Engages with field-based sales personnel as necessary to ensure customer is aligned on expectations prior to sending the OA to the customer.
• Engages with operations and / or engineering to ensure order specs and product revision reflects product documentation at the site
• Supports scheduling and purchasing colleagues to ensure orders and jobs are entered in a timely manner; may provide backup support to scheduling and purchasing as needed during absences.
• Interacts regularly with a cross-functional team including engineering, operations, quality, field-based sales, finance, site management, and global counterparts throughout the company, building and fostering a healthy working environment based on teamwork
• Places orders with third-party materials suppliers as needed
• Performs various tasks in support of marketing, including lead management, samples, trade show support, and collateral handling as required
• Represents the commercial / business development function in Quality Management System reviews, and keeps relevant order handling work instructions and documentation up-to-date
• Performs other duties as required and upholds Spectrum Plastics Group’s vision and core values.

QUALIFICATIONS (Education / Experience / Knowledge, Skills & Abilities Required) :

• College degree preferred and a minimum of 2-3 years of customer service, account management or sales experience. (Manufacturing Experience Preferred).
• Clear and concise communication skills via telephone, email and written correspondence.
• Has knowledge of commonly-used concepts, practices, and procedures within the field of inside sales and account management
• Ability to problem solve, identify errors and deficiencies, and perform research with general guidance
• Ability to apply knowledge to their job function using pre-established guidelines and instructions
• Accuracy, utmost attention to detail, thoroughness and commitment to excellence
• Ability to work independently and with a minimum of direction, plan, and prioritize with efficiency
• Proficient computer skills (MS Office, browser, Mac / Windows proficiency a strong plus)
• Proficiency in using Salesforce.com for order entry, quote management, reports and dashboards a strong plus
• Ability to handle deadlines and expedited situations in an efficient and professional manner
• Ability to comprehend and comply with company safety and quality standards
• Ability to follow oral and written instructions

WORKING CONDITIONS :

A self-starter working under minimal supervision. Requires light physical activity performing non-strenuous daily activities of a managerial nature.

Requires periods sitting, using a computer, as well as periods of standing and walking on the stock room floor and attending meetings.

NOTE : This job description is not intended to be an exhaustive list of all possible duties, responsibilities and or qualifications.

Other duties, responsibilities and / or qualifications may be assigned to this position.