Customer Service Representative

Customer Service Representative

The primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and potential customers while operating within established procedures.

Tasks & Responsibilities:

• Develop and maintain strong customer relations by being the primary contact for inquiries
• Provide information (pricing for existing demand, inventory availability, order status, etc) and handle customer requests in an accurate and timely manner
• New customer account management including customer set-up, and credit information
• Provides pricing quotations for existing customer demand, entering information into C4C for Sales Engineers follow-up
• Place PO's to vendors for non-inventory items
• Warehouse order fulfillment support as necessary
• Develops relationships and customer mapping for assigned customers as it relates to counterparts at the customers, and updates activities in C4C; including documentation of key information about the customer account
• Customer order management including processing of quotes for price updates, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time delivery
• Monitor customer orders: Minimum order and line values, profitability, and costs
• Process customer complaints and assist with investigation and corrective actions
• Communicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager.
• Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer service related projects
• Joint sales visits to customers with Sales Engineers
• Attend additional training as needed

Education and Experience:

Required:

• Bachelors degree in business administration, supply chain, engineering, information systems or related discipline required or equivalent combination of education, training, and experience
• Knowledge of basic business sales and marketing practices
• Customer service experience
• Demonstrated capability of overcoming challenges and delivering results

Preferred:

• ERP experience, with JDE Experience a plus
• Technical Degree (Engineering or the Sciences)
• Knowledge of rubber/plastic products is helpful
• Familiarity with ISO quality requirements is helpful
• Familiarity with technical prints is helpful

Competencies:

• Commitment to delivering high-quality work
• Desire to learn and grow within a dynamic environment
• Strong written and verbal communication skills
• Strong people and relationship building skills
• Customer driven with a positive, professional, can-do attitude
• Strong organizational skills with the ability to multi-task with attention to detail and accuracy
• Strong analytical, decision making and problem solving skills
• Basic math skills (addition, subtraction, margin calculations)
• Knowledgeable with regards to basic business sales and marketing
• Proficient in the use of Microsoft Word and Excel
• Proficiency in the use of business operational software (Oracle JDE, SAP) is beneficial
• Must exhibit strong proficiency in data entry.
• Must be able to interact cordially and productively with co-workers in a team environment and establish relationships with individuals at all levels of the company
• Must have excellent telephone etiquette, verbal and written communication skills
• Ability to handle multiple tasks effectively and efficiently
• Ability to work under pressure and to prioritize
• Must be able to make independent judgment decisions with minimal supervision
• Must be comfortable using simple math to calculate time, cost and freight charges
• Other duties as assigned

Travel:

• Limited travel requirements will be 5% of the time per year.
• Travel may be required internationally, candidate must be able to travel outside of the US or Canada without restrictions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.