Customer Service Representative

Customer Support Coordinator

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.

We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast-paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfillment and customer requirements.

Main Responsibilities

• Provide company and specific product information to prospects and/or customers. According to policy, quote standard price and delivery of commercial products via telephone, fax, and email.
• Receive and enter sales order information into the applicable ERP. On-board new customers including all customer contact, billing, and shipping information.
• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable team of any concerns.
• Create and maintain customer files to contain all order, quotation, invoices, and other documentation related to that customer.
• Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.
• Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed and assisting with resolution of any other sales related issues where applicable.
• Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls
• Assist with adherence to ISO 9000 standards and requirements; the Export Management System (EMS), Internal Control Program (ICP) and Import Management System (IMS); prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMA's, bookings, etc
• Responsible for the tactical requirements of export and import compliance, including obtaining the required export licenses prior to shipment /export. Obtain Certification of Ultimate Export Consignee and/or End User Certificates and/or End Use Statements as necessary for new orders
• Maintain documentation according to company record retention policy
• Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.
• Other duties as assigned