Customer Service Representative

Job Description

Job Description

Customer Service Representative

ACE is the internationally recognized expert in the field of industrial damping technology. The company’s portfolio includes products for automation control, motion control and vibration control.

We are searching for a Sales Customer Service Representative to receive, and process Sales Orders, provide information to designated customers, both internal and external, to support the growth and expansion of company sales.

This position will be located at our Farmington Hills, Michigan location. Please check us out at www.acecontrols.com.

Job Summary :

The Customer Service Representative is responsible for daily interaction with assigned customer accounts. The Customer Service Representative (CSR) must serve as liaison between ACE and the customer, representing the company goals and initiatives and reporting customer feedback to ACE team members.

Essential Job Functions :

• Quick learning ability to grasp technical knowledge of ACE Shock portfolio including customers and applications
• Excellent and timely communication relating to customer (internal and external) inquiries and requests.
• Enters sales orders into computer terminal utilizing QAD software and performs routine maintenance as required
• Maintain Customer Master per assigned accounts
• Timely collaboration with Area Sales Managers (ASM) and Application Engineers (AE) for problem resolution / priorities and project management
• Project management as required
• New customer program awareness / execution of customer procedures
• Manage customer requirements regarding pricing, delivery, and issue resolution
• Maintain a high level of order accuracy and confirmation
• Price verification as required including RFQ coordination and sales quotes
• Coordinates shipments / expedite(s) as required
• Monitor customer demand and collaborate with Production Planning / Purchasing to insure on-time delivery
• Resolve / collaborate on customer credit / debit requests
• RMA requests coordination for warranty, standard repairs and returns
• Maintain delivery performance report(s), as applicable
• Resolves customer credit and debit issues working directly with Finance
• Maintain export control compliance working with Finance and Shipping to ensure countries shipped to are in accordance with EAR regulations

Education, Training, Certifications and Experience :

• Minimum of three to five years applicable customer service experience in a manufacturing environment required.
• High School Diploma or approved GED; Minimum of a 2-year degree preferred
• Minimum of two years EDI experience
• Knowledge of QAD or SAP preferred; knowledge of SAP C4C module preferred.

Job Knowledge and Skills :

• Excellent communication and organization skills required
• Responsible for continuous improvement within job function
• Strong problem-solving skills required
• Accuracy in detail work
• Must be able to work with minimum supervision and effectively prioritize tasks relative to importance
• Must be capable of working under stressful time constraints
• Must observe existing organizational procedures and work instructions
• Abide by all company rules relative to safety, confidentiality, and organizational directives
• Software skills : QAD and / or SAP, Microsoft Excel, Word.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.