CUSTOMER SERVICE REPRESENTATIVE

Responsibilities

• Inform and update Plant Management, Sales Team, and Production Team, to guarantee that sales and customer objectives are met.
• Answer e-mails and calls promptly professionally, efficiently, and in a timely manner.
• Attend to customer questions, complaints, and concerns, and facilitate a satisfactory resolution.
• Compile and maintain all required records, documents, etc.
• Process customer orders in a courteous, efficient, and timely manner.
• Aid in general reporting and document management.
• Updates and maintains customer records by updating account information.
• Enters pricing and product data.
• Prepares reports as needed.
• Filings relevant documents and information including import/export documents.
• Order Entry
• Schedule pick-ups and shipments, prepare samples for shipment, create manual packing slips.
• Cook up FedEx, UPS pickups.
• Keeps track of order reports, document management, and Update shipment information via customer website or portal.
• Utilizes SAP software.
• Advises Supply Chain Department about import/export and customs requirements.
• Creates and processes import/export and customs documents.
• Master Data and Processes
• Initiates the implementation process and follows up the status.
• Creates all relevant master data (e.g. SAP, CRM, etc.) and ensures data accuracy.
• Supports actively and continuously the optimization of all relevant processes.
• Sales Support
• Supports the development of supply and quality agreements and completion of customer questionnaires.
• Supports the preparation of customer audits and visits.
• Training
• Retains current knowledge within his/her area of responsibility by constant training measures.
• Studies and standardizes procedures to improve process efficiency.
• Back up to Shipping / Receiving Supervisor
• Oversees incoming and outgoing shipping activities to ensure accuracy, completeness, and condition of shipments.
• Inspects loading operations to ensure compliance with shipping specifications, and seals loaded trailers and containers.
• Inspects material handling equipment for defects and notifies maintenance personnel or contacts outside service facility for repair.
• Shipping
• Checks the status of deliveries ready for dispatch in the SAP system and prepares the shipment process accordingly.
• Creates and prepares necessary shipment and accompanying documents, forms the bill of lading for each shipment, creates the barcode for packages, delivery notes, transportation orders and invoices needed for the shipment under consideration of delivery and payment conditions and all other order specifications.
• Informs forwarding company about cargo requirements and initiates execution of transport.
• Organizes abnormal load and transport of hazardous goods.
• Receiving
• Obtains the packing slip from the receiving dock after the items have been checked and enters the received components in SAP.
• Supports Home Tech glass deliveries and related inbound documents.
• Coincides activities related to intercompany transfers.
• Performs other duties as assigned.

Qualifications

• Manufacturing and logistics experience.
• Interact with customer base.