Customer Service Representative

About the Role

This position is responsible for processing and tracking customer orders, responding to customer inquiries, and ensuring quality service to both internal and external customers.

Responsibilities

• Support customers through ongoing communication; research and resolve issues regarding customer orders and product availability.
• Direct inquiries to the appropriate department for assistance as needed.
• Process and enter customer orders, changes, and returns according to established department policies and procedures.
• Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items).
• Receive and review customer inventory forecasts; verify and match orders in the system.
• Partner with and support inside/outside sales teams to meet and exceed customers’ service expectations.
• Create new customer accounts in the SAP system; add new part numbers; and make changes to descriptions, prices, or customer part numbers.
• Create customer folders and forward order confirmations to the production planning department.
• Review and/or make changes to existing customer accounts; revise contact information and maintain SAP data.
• Provide timely and accurate information to customers regarding order status, product lead times, pricing, shipping information, and anticipated delays.
• Monitor and report on-time customer deliveries.
• Handle special project requests (e.g., track lead-free parts, pull customer sales reports) as assigned.
• Handle sample requests from customers and project managers; work with inventory control and production to fulfill requests.
• Work with production planning to ensure customer deliveries are met and expedited orders are handled properly.
• Provide backup support to other Customer Service group members as required.
• Attend regular department meetings and contribute expertise as a member of the customer service team.
• Adhere to EMS and IATF 16949 Policies and Procedures.
• Perform all other related duties as assigned by the supervisor.

Requirements

• High School Diploma or GED equivalent.
• Minimum of two (2) to three (3) years of progressively responsible customer service experience, preferably in a manufacturing environment.
• Ability to identify and meet customers’ needs and requirements.
• Detail-oriented with excellent problem-solving skills.
• Excellent oral and written communication skills.
• Proficient in reading, writing, and speaking English.
• Good basic math skills.
• Exceptional phone and customer service skills.
• Excellent interpersonal skills.
• Proficient with computers and demonstrated skills in office applications such as MS Word, Excel, and Outlook.
• Experience working with SAP system is a plus.
• Bilingual (Spanish) is a plus.

Skills

• Ability to proficiently use various company-related and external systems and databases.
• Ability to work effectively with internal/external personnel and customers.
• Ability to proficiently operate office technology and equipment (e.g., computer systems).
• Ability to communicate effectively verbally and in writing.
• Ability to handle difficult situations in a tactful, sensitive, and professional manner.
• Ability to multi-task and prioritize work to meet time-sensitive deadlines.
• Ability to work in a fast-paced environment and manage several projects simultaneously.

Physical Demands

The physical demands described 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.

• While performing the duties of this job, the employee must be able to work in a variety of physical positions, including sitting, bending, reaching, walking, and stretching.
• Regularly required to talk and/or hear.
• Frequently required to use hands to handle or feel.
• Must be able to lift and/or move light objects up to ten (10) pounds.
• Specific vision abilities include close vision.
• May be exposed to hazardous materials and chemicals.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
• May be exposed to an industrial manufacturing environment, including moving mechanical machinery and/or vehicles.
• The noise level in the work environment may range from moderate to loud.