Customer Service Representative III - US

Customer Service Coordinator

Shift Hours: M-F 8am to 5pm INTERVIEWS REQUIRED MUST BE FULLY CLEARED TO START

Job Summary: The Customer Service Coordinator represents *** to the customer and acts as a critical liaison between the customer, sales, and operations teams. The Customer Service Coordinator is the first point of contact with our customer and sets the tone for their *** experience. The Customer Service Coordinator maintains an ongoing relationship with multiple customers and sales teams across one or multiple plants, utilizing a diverse knowledge of products, production planning, logistics, and inventory management.

Work under limited supervision on routine work.

Major Job Responsibilities

• Business Excellence
  • Create and validate new item specifications/projects.
  • Manage complex accounts/items through processing incoming orders, and/or inquiries, by scheduling demand on machines, and managing orders to ensure customer's delivery requirements are met.
  • Proactively track order activity, inventory levels, and alert appropriate staff/customers of any potential issues
  • Handle outside purchases for services and materials required for the manufacturing of customer projects.
  • Produce reports and share data with customers.
  • Generate customer issues and support the Quality Manager to obtain information, research, and troubleshoot quality issues.
• People and Culture
  • Empowered to develop yourself through a culture of training to give you the tools to accomplish your best work and satisfy the customer and business partners.
  • Collaborate and partner with appropriate business owners to ensure customer experience is delivered.
  • Provide guidance and training to junior level employees.
  • Serve as a connection between customers, sales team, credit analyst, and collections to ensure responsiveness and customer satisfaction.
  • Pre-Pricing Specialist to build customer specifications/projects and review with production team to ensure efficient production.
  • Planning, production, and shipping teams to review schedules and backlogs to ensure on time delivery.
  • Quality Manager to resolve routine customer quality issues.
  • Plant Leadership to align with company goals and initiatives.

Critical Skills / Capabilities

• Attention to Detail: Follow established processes and procedures to ensure accuracy of work (Do it right the first time)
• Customer-Oriented: Ability to operate with customers' best interests in mind; Demonstrates importance for satisfying external and/or internal customers; Efficiently communicates with customers to ensure alignment and satisfaction.
• Communication: Proactive, prompt, and respectful correspondences; essential listening skills with ability to accurately problem solve
• Collaboration: Works effectively with others to complete a task or achieve a common objective; ability to cooperate in team relationships to foster enthusiasm and maintain mutual trust, candor, and respect for others
• Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations; demonstrates problem solving skills by using a logical, systematic, or sequential approach; suggest alternative products or services to meet customer needs when appropriate. Problems may not be routine and may require exercising judgement and identifying less obvious solutions.
• Growth and Results Oriented: Demonstrates an interest, willingness, and drive to learn new things; seeks to understand concepts, processes, and ideas within area of functional expertise; naturally inquisitive; sets meaningful goals for personal work productivity.
• Organizational Skills: Planning, monitoring, and prioritizing tasks to ensure achievement of desired results; establishes a systematic course of action to accomplish objectives through multi-tasking and ability to forward-think.
• Time Management: Ability to structure time to meet customer demands; demonstrate flexibility to balance your schedule, tasks, and responsibilities to complete things on time.

Other Qualifications: To perform the duties of the job, this role requires:

• Frequently using fingers to type with two hands.
• The spoken exchange of ideas to be performed loudly 50-75% of the time.
• The spoken exchange of ideas to be performed quickly 50-75% of the time.
• The safe and accurate preparation and analyzing of data and figures, monitoring of a computer terminal, or inspection of small defects or parts.
• The ability to quickly interpret and process large quantities of information verbally and through written communications.

Work Environment: Constantly works indoors, in an environment that is climate controlled. The role is frequently sedentary, which entails sitting or being stationary. Noisy work environment; maintain strict adherence to safety rules and regulations.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."