Customer Service Coordinator

NDT Customer Service Representative

For over 50 years, our talented employees at Zetec have been advancing nondestructive testing (NDT) standards. NDT is a testing and analysis technique used by many different industries such as oil & gas, military, power generation, aerospace and much, much more. Zetec is a global leader in NDT and located right here in beautiful Snoqualmie, WA.

Perform existing customer service functions and processes using new and/or established guidelines to support the company mission. Suggest Lean processes whenever possible to aid the departments objectives for exceeding our Customers' Expectations. Answer customer inquiries in a timely manner while ensuring accuracy of content, lead times, pricing, terms, shipping, etc. Troubleshoot and remedy customer problems within established guidelines. Ensure all information regarding customers and their orders are accurate.

Support the full Customer Service lifecyclefrom quoting through order fulfillmentusing established processes and systems.

Provide accurate lead times, pricing, configurations, commercial terms, and quotations. Communicate order status and shipping timelines while ensuring an exceptional customer experience.

Collaborate with Sales Managers, Product Managers, Planners, and other stakeholders to prepare quotations with correct configurations, lead times, and terms.

Follow product line strategies as advised by Product Managers.

Apply approved discount programs, commissions, and long ? term contract terms appropriately to customer transactions.

Assist with applicable correspondence, forms, and performance bonds as needed for RFQ's and order placements.

Help track product and customer information to ensure timely responses to inquiries.

Identify complex Terms and Conditions and escalate to team members as necessary.

Partner with team members to resolve issues affecting shipment timelines or invoice accuracy.

Assist with After Market and Service to execute return transactions and service orders.

Follow up on quotations and service plans to help drive revenue growth.

Communicate customer feedback, concerns, or design related questions to other team members for guidance. Process the Customer Complaint Form, as required.

Maintain accurate, up ? to ? date customer information in IFS/Salesforce.

Recommend best practices to improve productivity and support Lean process initiatives.

Assist with remote office daily activities (Korea, France, etc.).

Adhere to QA policies and applicable Terms and Conditions.

Follow all company safety policies and procedures.

Provide backup support to other team members as needed.

Adapt proactively to changes in workload, processes, or customer needs.

Work extended hours when necessary to meet job requirements.

Must be able to maintain consistent and reliable attendance.

Other duties as required in support of the department and the company.

This job has no direct supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent communication skills; written, oral and inter-personal. Ability to read and interpret general business documents; accurately prepare sales quotations; and effectively present information and respond to customers' questions.

Proven ability to manage competing priorities while maintaining strong attention to detail.

Basic knowledge of customer service/order entry processes (ERP), customer relation management (CRM), including communications and the customer first approach. Ability to work with customers at all phases of each transaction.

Experience with ERP systems (IFS, SAP, Oracle, or similar) preferred.

Salesforce CRM experience preferred.

Ability to utilize computer, database, and organizational skills to execute processes efficiently.

Experience working in a corporate environment; exposure to Fortune 500 companies is highly desirable.

Ability to: use computer, database, and organizational tools effectively; deliver exceptional customer service; recognize and adapt to cultural differences; manage multiple responsibilities simultaneously; and handle sensitive information with discretion and confidentiality.

Basic proficiency with Microsoft 365 applications.

An associate's degree and/or the equivalent combination of work experience and education.

Three (3) + years of experience supporting the sales organization or similar business environment.

Experience with order entry systems is highly preferred.

Customer Relations Management (CRM) experience highly preferred

Experience in a manufacturing environmentparticularly in customer service or salespreferred.

Ability to read, write, speak and understand English.

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.

Regular sitting, standing and walking throughout the day to accomplish tasks.

Hearing and speaking.

Lifting and carrying up to 20 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed in a normal office environment with minimal physical risks involved. The noise level in the work environment is low to moderate.

Travel 0-5%.

Zetec is located on the Snoqualmie Ridge! Soak in the mountain views of Mt Si or take an afternoon walk to the falls. Are you thinking Snoqualmie is too far? Maybe not! Zetec is easily accessible just off I-90/Hwy 18 and for many is a reverse commute from most points in the Puget Sound. Not convinced? Google it! It's really not as far as you think.

Have an opportunity to learn from the best ! Our employee tenure is an average of 17 years! That's almost two decades of knowledge to take in.

And once you get here, we balance our work with play . There are ample opportunities to engage in activities other than just work. We have on-site games, a gym that has equipment for yoga to CrossFit, healthy snack offerings, birthday breaks (everything in moderation, right?!), Summer BBQs, and so much more.

Zetec offers a flexible work environment that works for almost anyone's schedule. We even offer hybrid work schedules for certain positions.

We offer comprehensive benefits package of medical, prescription drug, dental, vision, life & AD&D insurance, 401(k) + company match, short-term/long-term disability. Our benefits package also include 10 days of vacation (and increases over time), 8 paid holidays along with 3 floating holidays to use at your leisure, accrued sick leave, paid volunteer time, tuition assistance, team participation stipends, and more.

Zetec is proud to be an equal opportunity employer. We are dedicated to building, promoting, and cultivating a safe and inclusive work environment. We welcome individuals with diverse talents, backgrounds, working styles and skill sets. We believe that diversity will lead us to a stronger team that will foster continued innovation and allow us to better serve our customers and communities.