Customer Service Rep

About the role

The Customer Service Representative ensures the preparation, review, and flow-down of all ASRaymond solicitations, proposals, and contracts comply with legal and corporate guidelines. This role maintains contract agreements in alignment with corporate policies and divisional operating procedures.

Responsibilities

• Serve as the primary contact for customer inquiries regarding orders, quotes, deliveries, changes, shipping, data entry, quality concerns, expedites, product returns, and sales follow-up for new and existing product lines through verbal and written communication.
• Review contracts related to customer purchase orders, quotes, and customer-specific requirements.
• Collaborate with the Customer Service Supervisor to resolve customer requirements and draft correspondence for external/internal customers.
• Disseminate terms and conditions, special instructions, configuration changes, quality, pricing, and other requirements throughout the organization in accordance with written procedures.
• Ensure compliance with corporate and division policies, including price policy and contract terms and conditions.
• Work with the Customer Service Supervisor and Manager to provide direction and guidance to functional areas for proper contract administration.
• Capture, distribute, and retain contractual documents according to internal and/or customer retention requirements.
• Resolve customer inquiries related to product application, customer-specific requirements, and quality claims using knowledge of division policies and procedures.
• Review customer requests for quotes and government solicitations with guidance from the Contracts & Customer Service Supervisor and Manager.
• Coordinate with the sales team and functional areas on new opportunities.
• Input data (sales orders, RFQ, pricing, status, etc.) into the ERP system, ensuring accuracy and completeness.
• Raise export compliance concerns to the Division Export Compliance Administrator (DECA) when required.
• Coordinate with finance to set up new customer accounts, obtain tax-exempt documentation, and validate purchase orders for alignment with company payment terms.
• Support Account Receivable initiatives by resolving pricing and shipping discrepancies.
• Collaborate with all functional areas to identify opportunities for continuous improvement.
• Maintain professional business relationships with customers.
• Share information with Sales and Marketing to maintain competitiveness and communicate business opportunities from new product introductions.
• Collaborate with Operations to execute expedites, track information, and process courier claims.
• Process RGA, credits, and debits using division guidelines.
• Adhere to the Barnes Group Code of Business Ethics and Conduct.
• Perform other projects and responsibilities as assigned.

Requirements

• High School diploma or equivalent; associate’s degree preferred.
• Minimum of two years of prior experience in Customer Service or a related position, preferably in the Distribution industry.
• Exemplary oral and written communication skills.

Skills

• Basic understanding of contracts, quality clauses, and terms and conditions commonly used in business, including Government FAR and DFARS.
• Strong problem-solving techniques to assist in resolving inquiries.
• Proficiency in PC applications in a Windows environment (MS Office: Excel, Access, Word, PowerPoint) and ability to learn other software packages.
• Ability to develop long-term business relationships internally and externally.
• Good mathematical, quantitative, and analytical orientation.
• Ability to work independently, multi-task, handle simultaneous work assignments, and drive “Lean” process improvements.
• Proven success interacting with peers, senior management, and other functional areas.
• Core competencies: Instill Trust, Manages Ambiguity, Optimizes Work Processes, Collaborates, Communicates Effectively.

Physical Demands

The role requires regular standing, walking, and sitting. Occasional travel to customer premises and local/non-local training locations may be required.

Work Environment

The role is primarily in a normal office environment. International and domestic travel will be required for less than 10% of total time.