Manufacturing Focused Customer Service Rep III

Job Responsibilities

• Lead Initiatives to improve communication and customer satisfaction for assigned product segment
• Communicate with all internal departments on priorities and risk factors to understand specific customer needs
• Review and provide input on inventory issues and SLOB
• Maintain and manage relationships with warehouse team, carriers, vendors, and customers for a better coordination
• Proactively communicate including after office hours and weekends
• Find creative solutions to problems such as: Ship short notice, Reschedule shipments, Fill shipments with different products, Conduct internal emergency meetings with production, quality, warehousing and logistics
• Effectively utilize the ERP system (LN) to enter information such as: Sales orders, Inventory, Pricing
• Provide backup for team members’ PTO – schedules should be coordinated effectively
• Generate the OTIF KPI for the assigned customers and identify actionable items for improvement
• Participate in customer visits as needed
• Lead and participate in department meetings
• Work on the projects & goals assigned by the department manager
• Receive and process purchase orders
• Process order changes
• Provide order confirmations to customers
• Create credits / debits as needed as well as assist with accounts receivable issues

Skills And Experience Required

• Superior problem solving and solid analytical skills (quantitative and qualitative)
• Demonstrated ability to align and work with cross-functional peers and teams
• Ability to plan, organize and prioritize workload
• Strong decision-making skills, sound judgment and the ability to adapt to a rapidly changing work environment
• Exceptional verbal and written communication skills
• Ability to operate and communicate effectively in person, over the telephone, and in groups, under normal and stressful conditions
• Ability to build rapport and collaborate with others within the company and externally
• Advance proficiency in Microsoft office applications (Excel, Word, PowerPoint, etc)
• Good understanding of planning, inventory management, warehouse operation and manufacturing capabilities
• Establishing and Maintaining Interpersonal Relationships — developing constructive and cooperative working relationships with others and maintaining them over time
• 3-7 Years of Experience in Customer Service in a Manufacturing Setting required
• Customer Focus — Seeks and obtains information about customer needs, understands and takes into account the customers points of view, listens actively, directs the objectives towards meeting the customer needs, acknowledges the impact of the decisions being made and actions on other areas or teams, offers a warm and friendly treatment to others no matter what type of situation needs to be dealt with, handles requests from the customers and provides timely and effective response to these, offers accuracy and timeliness in the process deliverables, patient when facing a situation that is difficult to control
• Management and resolution of problems — Makes rational and systematic judgments based on relevant information, builds creative solutions to solve problems, finds the real cause of the problem, is clear about the problem, analyzes and studies the impact and severity of the solution, performs actions to immediately solve the problems, puts the solution into practice, monitors the implementation and learns from the new practice
• Planning and Organization — Organizes and plans activities and resources, sets and monitors deadlines, sets goals on the short and medium term, establishes priorities to produce results, achieves the performance of tasks according to the priorities established