Customer Service Representative

Job Description

Job Description

MK Magnetics is a federal contractor and desires priority referrals of protected veterans.

MK Magnetics ( is a leader in the manufacturing of custom and standard tape wound soft magnetic cores.  MK Magnetics is an ISO 9001:2000 component supplier for various industries including, but not limited to: aerospace, energy (smart grid, green energy), medical, transportation and military.

MK Magnetics is focused on developing an efficient, skilled and cross-trained workforce.  All employees are responsible for maintaining a safe work environment; and each person is empowered in a way that creates exceptional individual performance, highly successful work teams, outstanding customer service, and an atmosphere of mutual respect.  To the extent possible MK Magnetics will support opportunities for employee professional development.

This position provides a direct point of contact for customers with the responsibility for handling customer requests in a prompt, courteous, and efficient manner; ensuring that the needs of the customer are met and that the customer is kept appraised of the status of their orders.  Also responsible for working closely with MK Magnetics’ engineering and production staff to fill customers’ needs in a timely and professional manner.

Responsibilities:

• Responds to customer product inquires by providing information and quotes via verbal or written communication.
• Prices product for quotes in Excel pricing database using existing pricing.  May calculate pricing for new cores in absence of Customer Service Manager.
• Works closely with Production Control to obtain accurate lead times and verify that customer requested ship dates can be met before order acknowledgments are sent and jobs are scheduled to shop floor.
• Originates and records orders by entering them into applicable databases; assigning new part numbers, when necessary, and recording them into Made-2-Manage.
• Informs customer of any changes to order, including the need to reschedule delivery dates.
• Confers with Shop Foreman about possibility of expediting product at customers’ request.
• Tracks all returned goods, issuing Return Material Authorizations (RMA) numbers and entering data to applicable databases.
• Participates in discussions with other MK Magnetic employees to creatively resolve customer issues and problems.
• Sends out Customer Satisfaction Surveys per the Customer Satisfaction Survey Work Instructions.
• Submits detailed drawings of non-standard product to Technical Director for feasibility and/or pricing and tracks progress to ensure a timely response/quote to customer.
• Maintains up-to-date customer and internal files.
• Processes shipping paperwork and sends to Accounting for invoicing.
• Reviews incoming purchase orders against the applicable quotation and customer requirements for correct part number/revision, quantity, price, terms, requested delivery date, and other applicable requirements; resolves or escalates discrepancies before order entry.
• Reviews and enters customer orders into the applicable ERP/database using the released MK part number. Customer Service does not assign permanent new part numbers; permanent part numbers for new designs are assigned and released by Engineering.
• Prepares and updates quotations for repeat or existing-part RFQs using approved existing part numbers, current approved pricing, prior quotation/order history, and established pricing guidelines. Escalates pricing exceptions or questions to the Customer Service Manager.
• Coordinates customer requests for certificates, inspection/test data, drawings, or other documentation with the responsible department and ensures only approved information is released; shipping and invoice documentation with Shipping and Accounting and provides copies or status information to customers when required.
• Monitors open orders and proactively informs customers of schedule changes, delays, partial shipments, or other changes affecting the customer order
• Coordinates customer expedite requests through Production Control and obtains internal approval before committing revised delivery dates; return and complaint requests with Quality.
• Prepares and updates quotations for repeat or existing-part RFQs using approved existing part numbers, current approved pricing, prior quotation/order history, and established pricing guidelines. 
• Escalates pricing exceptions or questions to the Customer Service Manager.

Qualifications:

• Knowledge of customer service techniques.
• Manufacturing processes and procedures, preferred.
• Magnetic core production, preferred.
• Able to handle multiple interruptions and make adjustments to priorities throughout the day, while producing detailed and accurate work.
• Knowledge of JobBOSS ERP system preferred.
• Able to communicate clearly and concisely, orally and written, in the English language.
• Able to maintain a positive working relationship with other employees.

Physical Demands:

• Majority of the time is spent sitting, making continuous or repetitive arm-hand movements to operate office equipment.
• Will be exposed to a manufacturing environment, which can be dusty.  May be exposed to chemical fumes and/or gaseous fumes from forklifts, or other chemicals used in production processes.
• Due to forklift use in plants, cracks may appear on the floor, causing uneven walking surface.