Customer Service Representative

18220 Butterfield Blvd, Morgan Hill, CA 95037, USA About Golden State Assembly Services, LLC. Golden State Assembly Services, LLC. is a company dedicated to the manufacturing of wire harnesses, electromechanical assembly, sorting, inspection, and containment services across multiple industries. Our mission is to exceed the expectations of our customers by always striving for continuous improvement in the quality of our products and services. Position Overview Provides administrative support with assigned customer account(s). Communicates a variety of information to internal or external customers to support the sale or service of products. Follows established procedures to perform routine tasks and receives general guidance and direction and complexity requiring limited decision-making responsibility. Select and apply appropriate procedures, processes, and techniques to broad assignments. Resolves most questions and problems and refers new or unusual issues to a higher level as necessary. Routine contact with internal and external customers is required to obtain, clarify, or provide facts and information. Responsibilities Provides timely and accurate information to incoming customer order status and product knowledge requests. Review and manage material due dates in manufacturing execution systems to ensure on-time arrival. Inform Purchasing and Warehouse on material shortages and monitor resolution. Collaborate with Purchasing, Engineering, Proposals, and Documentation Control to implement customer Engineering Change Orders or Deviation requests. Notifies Production and Purchasing of the customer's intent to supply materials during the quotation and contract review processes and coordinates delivery of customer-supplied materials. Maintains ongoing relations with each customer and answers all emails. Maintains the Company's customer files (customer database). Updates the system to reflect any delivery changes or updates from clients on current orders. Follow up on the shortage and work with purchasing to bring in material promptly. Updates clients via email for any delays on material that would prevent their order from being delivered by their due date. Processes customer orders/changes/returns according to established policies and procedures. Provides timely feedback regarding product service failures or customer concerns. Partners with Business Development/Sales and/or Account Managers/Executives to meet and exceed customers’ service expectations. Arrange customer meetings, visits, and events. Handle incoming customer inquiries via phone, email, or other communication channels. Provide accurate and timely information about cable harness products, pricing, and delivery times. Assist customers in placing orders, modifying existing orders, and providing order status updates. Develop a deep understanding of the cable harness manufacturing process and the range of products offered. Stay informed about product specifications, technical details, and any updates or improvements. Receive and process customer orders, ensuring accuracy and completeness. Coordinate with production and logistics teams to meet customer delivery requirements. Communicate order status, shipping details, and any potential delays to customers. Address and resolve customer concerns, including product issues, shipping problems, or billing discrepancies. Work closely with internal teams to investigate and resolve customer complaints promptly. Maintain accurate and organized records of customer interactions, transactions, and communications. Generate and update customer profiles to ensure up-to-date information is available. Collaborate with sales, production, and quality assurance teams to streamline processes and improve overall customer satisfaction. Provide feedback to the relevant departments regarding common customer concerns or requests. Identify opportunities for process improvement within the customer service department. Stay informed about industry trends and customer preferences to suggest improvements and innovations. Educate customers about the features and benefits of various cable harness products. Provide technical support or connect customers with appropriate technical experts when needed. Job duties outlined herein are not limited to those explicitly mentioned. The job duties outlined herein are not limited to those explicitly mentioned but serve as a general framework for the employee's responsibilities. Qualifications Proficient computer skills, including word processing, spreadsheet, and presentation applications required. Working knowledge of relational database applications is helpful. Proficient English language reading and writing skills required. Ability to operate a personal computer including using a Windows-based operating system and related software. Basic PC skills, including training/knowledge of Golden State Assembly's software packages. Ability to write simple correspondence. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, and decimals. #J-18808-Ljbffr