Customer Service

Job Description

Job Description

SUMMARY:

The overall goal for (the) Customer Service Representative is to manage activities, both internal and external, associated with existing product and/or tasks that are related to new product development associated with assigned customers. This role will assist with incoming orders and associated tasks, including receipt, entry, processing, and acceptance. This role is responsible to monitor and communicate delivery schedules for products via customer status reports. Customer Service initiates, routes, coordinates, and monitors customer returns and customer complaints. This person is an integral member of the Operations team and will provide support to Production, Quality, Shipping. Customer Service is responsible for providing accurate, proactive communications to internal as well as external customers.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES: 

• Participate in Contract Review for incoming and/or revised orders.
• Assist with processing, tracking, revising, and researching customer orders.
• Provide customers with order acknowledgements to confirm pricing and delivery.
• Update internal systems with any order changes received from customers and effectively communicate changes to manufacturing, sales, engineering, quality, and other supporting departments.
• Participate in production meetings to ensure on-time delivery of orders. 
• Communicate with customers regarding potential delays or concerns affecting their order(s).
• Coordinate delivery dates and provide weekly updates to customers via weekly status reports, online supplier portals, and/or conference calls, if required.
• Respond to inquiries accurately and promptly.
• Assist with invoicing shipments, as needed.
• Support production activities and administration functions.
• Maintain high level of professionalism and customer service with all customers and vendors.
• Other responsibilities as required

SUPERVISORY RESPONSIBILITIES:

This role does not have supervisory responsibilities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is frequently required to communicate with others; is occasionally required to stand, walk, sit, handle or feel, and/or reach. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Use of vision correction is acceptable, if necessary; however, any vision correction apparatus must meet all safety guidelines for the area of activity.

EDUCATION and/or EXPERIENCE:

Required:

• High School Diploma, or equivalent
• Minimum of two (2) years’ experience in customer service or related field

Desired:

• Associate Degree or higher
• Customer Service experience in a manufacturing environment
• Plastic part and/or injection molding experience
• Experience with ERP systems

SKILLS/COMPETENCIES:

• Excellent oral and written communication and interpersonal skills
• Strong organizational skills and attention to detail
• Ability to work independently or as part of a team with all levels of the organization
• Ability to work under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines 
• Computer literacy and proficiency in standard Microsoft Office applications (Outlook, Excel, PowerPoint, Word)
• Ability to perform diversified tasks
• Good problem-solving skills 
• Ability to multitask and handle multiple issues at the same time
• Self-motivated

CERTIFICATION/TRAINING:

• Ongoing job specific training will be required throughout the duration of employment for necessary skills such as design controls training, quality and regulatory requirements and procedures, etc.