Associate Customer Service Representative

Job Description

Job Description

Job Title: Associate Customer Service Representative

Department: Customer Service

Reports To: Director of Customer Service

FLSA Status: Non-Exempt

Job Summary and Objectives:

This is a unique position that may offer the person in this role great growth opportunities, pending performance, in Customer Service. This exciting role will own the front reception area of the site, and greet visitors to the facility, arrange meetings, and organize special company events. The importance of this part of the role is paramount to ensuring everyone arrives and receives a positive first impression. While working from a comfortable setting in our lobby, the Associate Customer Service Representative will perform various Customer Service activities as shown below, developing a strong skillset in our operating procedures and our ERP platform and becoming an integral part of our Customer Service team.

The ideal candidate will have outstanding interpersonal skills and positive can-do attitude, strong organization skills, be detail oriented, and possess superior problem-solving skills.

Essential Duties and Responsibilities:

Customer Activity

• Greet visitors to Arterex Mansfield and own the visitor reception area
• Answer and route in-coming calls
• Coordinate lunches as needed for key visitors
• Maintain the customer refrigerator and visitor hospitality supplies
• Maintain supplies for coffee stations and spring water dispensers

Customer Service and Returns

• Exhibit positive and professional telephone/email manner, demonstrating competence, resourcefulness, and excellent communication
• Accurately identify customer needs and opportunities and implement solutions in a timely manner
• Become a functional user of DelmiaWorks ERP System
• Assist with preparing material quotes
• Process customer purchase orders and change orders
• Respond to order status requests and proactively communicate any potential delays proactively
• Maintain dates in ERP system to ensure accurate revenue depiction and MRP actions
• Scan RMA forms and support RMA process
• Filing for Customer Service
• Generation of various customer service reports in the ERP system, Excel, PowerPoint, etc.
• Provide support to other business leaders

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Qualifications and Work Experience:

Minimum Education and Experience:

• Ability to communicate effectively with internal team members and external customers
• Ability to always remain professional and courteous with customers
• Ability to prioritize tasks and quickly adjust in a rapidly changing environment
• Demonstrated analytical skills with developed attention to detail
• Demonstrated experience defining and solving problems in a cross functional environment, collecting data, establishing the facts, drawing valid conclusions, and delivering solutions beneficial
• Experience with ERP systems beneficial
• Experience and proficiency with the Microsoft Office Suite beneficial
• Demonstrated task and time management responsibility
• Understand, support, and comply with the Company Quality System requirements
• Maintain a safe and clean work environment
• Knowledge of customer service terminology, methods, and tools

Education and Experience:

• High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred
• Two (2) years’ experience in Customer Service or comparable customer focused role in a Manufacturing environment preferred.

• Medical device manufacturing environment experience preferred
• Proficient English language reading, comprehension, speaking, and writing skills required
• Experience in and FDA and ISO-13485 design and/or manufacturing environment beneficial

Physical Demands:

• Sitting, working at a computer for long periods of time
• Ability to hear aided or unaided and to communicate on phone with customers
• Full range of motion for wrist, hand and finger dexterity
• Ability to open lobby doors for visitors that may need assistance

Work Environment:

• This position requires 100% on-site attendance.
• Physical Setting: Busy, professional office and manufacturing environment.
• Culture: A diverse and inclusive culture that respects and values individual contributions. Our team engages in regular social events to foster relationships.
• Dress Code: Business casual attire to promote a professional yet comfortable workplace.
• Core Business Hours: 8:00am to 5:00pm.