Description
Summary
The Customer Service Representative acts as the liaison between external customers, sales engineers, internal warehouses & manufacturing groups.
The CSR is responsible formanaging customer and distributor orders. The CSR will process new orders, monitor, and maintain existing orders, and general customer maintenance duties.
The CSR must resolve problem areas expeditiously and is responsible forproviding a prompt and professional level of customer service.
The job requires tact, attention to detail, the ability to make quick decisions, and the talent to juggle multiple responsibilities.
Responsibilities :
Receives and processes customer orders, inquiries covering items or products ordered.
Maintains an ongoing relationship with assigned customers and commercialpartner.
Responsible for ensuring that the order has been entered correctly and that the customer has received acknowledgment with a realistic delivery date.
Provides standard pricing and quoting, product availability, and schedule information within
May be responsible for checking prices and validating configurations.
Serves as communication link between customers and commercial to assure responsiveness.
Tracks order activity and alerts appropriate stakeholders of any potential delivery problems. Partners with Logistics to expedite delivery of selected orders.
Responsible for slotting order deliveries into the production schedule and communicating changes in demand or requested delivery dates.
Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.
Maintain a high level of customer service as reflected by a low number of customer complaints.
Work closely with Production Control, Purchasing, and Shipping to ensure our customers’ needs are being met.
Will need to have basic knowledge of export order processing including ocean and air export shipment regulations and familiarity with NAFTA and other free trade agreements.
Qualifications :
High School Diploma required. Associate's or Bachelor's degree in relevant field preferred
A minimum of 2-5 years of customer service experience in an office setting is required.
Manufacturing company experience preferred
Preferred working knowledge of US trade compliance including import and export compliance, ITAR, NAFTA, Other free trade agreements, Made in the USA rules, Harmonized tariff rules
Must have excellent organizational and communication skills and strong detail orientation
Capable of handling multiple priorities and adapting to change with ease
Willing to take on additional tasks and work effectively on a team
Proficiency in Microsoft Word and Excel required, knowledge of SAP preferred
Ability to rotate with other CSR's to provide holiday coverage
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