Customer Service Representative II

About the role

Therm-x of California is the leading manufacturer of Advanced Temperature and Control Systems for high-technology industries. With over 30 years in business and a diverse customer base, we offer competitive pay and a comprehensive benefits package. The NPI Customer Service Representative will work closely with appropriate departments throughout Therm-x to ensure customer satisfaction and on-time delivery of all Therm-x products.

Responsibilities

• Provide courteous and timely responses to customer requests.
• Develop and maintain customer satisfaction records and provide them to management for review.
• Maintain and summarize customer complaints for management review and corrective action.
• Review open sales order reports and conduct review meetings with sales/planning staff to ensure ship dates are accurate.
• Communicate with manufacturing to adjust production schedules per customer requests (pull in or push out parts).
• Learn and use customer software packages to provide forecasts to management for planning, manage sales orders, and other required communications.
• Process, review, and confirm purchase orders to customers.
• Provide quotes upon request and obtain all necessary documentation (BOM, drawings, ECO, and related info) for engineering.
• Request forecasting from customers and submit it to planning.
• Send reschedule reports to planning for review and submit validated reports to customers.
• Send RMA requests to the RMA Team.
• Learn and use customer web-based portals to provide forecasts/demand to management for planning.
• Review and update procedures, policies, and standards.
• Analyze statistics and compile accurate reports as needed for management review.
• Take ownership of customer escalations and follow through to resolution.
• Maintain accurate ship dates and notify customers of any changes in delivery schedules.
• Communicate all customer needs to the appropriate internal team/manager.

Requirements

• 3+ years of customer service experience in a manufacturing environment.
• Experience with an ERP/MRP operating system.
• Ability to read, write, and issue clear verbal instructions.
• Proficiency with Microsoft Office Suite.
• Working knowledge of Epicor is a plus.

Physical Demands

• Regularly required to be in a stationary position and move within the facilities.
• Constantly operate machining equipment and tools.
• Inspect surroundings and equipment.
• Occasionally ascend/descend a ladder.
• Communicate with others and detect odors.
• Transport equipment up to 20 pounds.

Work Environment

High noise level associated with a manufacturing facility.

Benefits

Comprehensive benefits package.