Customer Service Representative

Key Responsibilities

• Input customer orders and changes into order entry system while maintaining order board
• Aid customers and distributors with pricing, delivery, and method of shipment
• Review pricing on customer purchase orders and enforce minimum lot sizes
• Acknowledge receipt of orders to customers
• Authorize customer returns and follow-up with plant personnel. Issue credits upon receipt of customer returns
• Support outside Sales Managers
• Act as “liaison” between plant personnel, product/sales managers, and the customer
• File purchase orders, contracts, quotes, correspondence to support Quality System record retention
• Expedite deliveries for customer inquiries and past due
• Follow stated procedures related to SOX and TS
• Release tooling invoices at the time of initial order shipment
• Follow up on NPI (New Product Introduction) to ensure timely order entry
• Assist with physical inventory if needed
• Diligent order/contract review required to maintain ISO compliance
• Generate system reports and excel spreadsheets as needed to support customer and/or sales requirements

Competencies

• Customer Service (Internal/External): Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives
• Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things

Education & Experience

• PREFERRED QUALIFICATIONS: High school diploma required; Bachelor’s Degree in Business Administration (preferred)
• EXPERIENCE AND/OR TRAINING: 1-3 years’ experience in customer service (preferred); Fluent in Spanish (preferred); Must be a US Citizen (required)
• PROFESSIONAL ATTITUDE WITH THE ABILITY TO COMMUNICATE CLEARLY AND EFFECTIVELY AT ALL LEVELS
• ABILITY TO RESOLVE CUSTOMER RELATED PROBLEMS OR GATHER ACCURATE INFORMATION TO PASS ON TO OTHERS AS NEEDED
• ABILITY TO LISTEN ATTENTIVELY, MAKE SOUND DECISIONS, AND SPEAK WITH CONFIDENCE
• ATTENTION TO DETAIL AND ABILITY TO FOLLOW UP IS CRITICAL, ABILITY TO MEET DEADLINES
• MUST BE A MOTIVATED INITIATIVE-TAKER WITH THE ABILITY TO WORK INDEPENDENTLY AND/OR IN A CROSS-FUNCTIONAL WORK TEAM ENVIRONMENT
• This person must view customer complaints as an opportunity to satisfy the customer, rather than a negative experience
• FAMILIARITY IN WORKING WITHIN A MANUFACTURING ENVIRONMENT IS A PLUS
• TRAVEL REQUIREMENTS: None