Responsibilities :
- Establish relationships with customers by communicating and resolving issues.
- Responsible for order entry and / or maintenance for assigned accounts.
- Review plant delivery schedules versus requested dates and resolves any conflicts. Tracks and communicates any changes and potential service issues to the customer.
- Communicate order confirmations, changes and cancellations to both customers and internal Mauser team members.
- Inform sales and operations of any unresolved service issues; Recommends corrective action to customer issues as necessary.
- Reviews orders after shipment for billing accuracy and any quantity item errors.
- Manages the issuing of credits, return authorizations and pallet returns.
- Reviews inventory usage on stocked items, identifies and communicates items that have not tracked to plan.
- Ensures that any customer complaints have been resolved in a satisfactory manner obtaining guidance / approval from supervisor when necessary.
- Communicates with Planners, Sales Representatives, Pricing team and Plant Management as needed.
- Prepares necessary reports for Plant Management and customers such as inventory and open order reports and tracks shipments associated with invoices
- Processes plant claims which include any deductions for shortages, quality issues and any miscellaneous items.
- Files any customer paperwork such as shipping documentation or customer orders in a timely fashion.
- Performs other duties as assigned.
Requirements :
- Associate or bachelor’s degree preferred but not required
- Manufacturing experience strongly preferred
- 1-3 years customer service experience required
- Microsoft Office Suite basic to above-average computer skills including Excel
- CRM experience preferred
- Ability to perform basic quantitative skills required,
- Ability to work with all areas of the business including plant and sales personnel.
- Professional verbal and written communication
- Strong customer service advocacy and problem-solving skills
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