Customer Service Representative

Customer Service Representative

Join us in becoming the premier die casting manufacturer and engineering solutions supplier worldwide.

Prioritizes all order activities. Processes orders in compliance with established Customer Service Procedures and SOP requirements. ISO certification requires compliance with these procedures. Review order status and delivery status with customer. Processes all new orders or changes including order cancellations via customer portals and EDI. Responsible for purchase order acceptance and customer certification documents. Responsible for coding late shipments and on time delivery reports. Customer Service Representative will be the voice of the customer.

Key Responsibilities

• Provide customers with certificates, proof of deliveries, back-order information, samples and order status information. Our goal is to achieve on-time delivery every time.
• Negotiate expedited deliveries with production planning schedules, warehouses and independently determine best method of shipment.
• Communicate ups and downs of sales forecast with customer and account managers if applicable.
• Determines validity of each price by reviewing all pricing screens before entering orders.
• Projects positive, friendly, helpful image to each customer, including external customers, sales representatives, and internal customers.
• Presents potentially negative information, such as extended back orders, customer notifications, and credit holds, in the most positive manner possible under the circumstances.

• Determines when follow-up by another party is necessary. This applies to positive and negative situations. Resolves customer conflicts through active listening and effective communication.
• Become proficient in database systems to ensure accurate information to the customer.
• Coordinate resolution of specific problems with customer, plant and account managers.
• Interact daily with several other functions of the company, such as Account Managers; Marketing, Distribution, Accounting/Credit, Quality Control and Manufacturing.
• Must follow all EHS (Environmental, Health and Safety) and Quality policies and procedures as set forth by the Pace Industries management systems as well as Federal and State regulations.
• Notify pricing department of shipping address changes.
• Perform any other related duties as required or assigned.

Qualifications

• 2-3 years in a customer service environment, with supply chain experience.
• Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
• Excellent analytical, written and verbal communication skills
• Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Excellent leadership and mentoring abilities; Inspires coworkers to attain goals and pursue excellence
• Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.
• Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.

Orion Casting has a strong commitment to the principle of diversity, and in that spirit seeks a broad spectrum of candidates including women, minorities, veterans, and people with disabilities. Individuals with disabilities desiring accommodations in the application process should notify the hiring department by the application deadline.