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