Customer Service Representative

Tasks & Responsibilities:

The primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and potential customers while operating within established procedures.  

• Develop and maintain strong customer relations by being the primary contract for inquires


• Provide information (pricing for existing demand, inventory availability, order status, etc) and handle customer requests in an accurate and timely manner


• New customer account management including customer set-up, and credit information


• Provides pricing quotations for existing customer demand, entering information into C4C for Sales Engineers follow-up


• Place PO's to vendors for non-inventory items


• Warehouse order fulfillment support as necessary


• Develops relationships and customer mapping for assigned customers as it relates to counterparts at the customers, and updates activities in C4C; including documentation of key information about the customer account


• Customer order management including processing of quotes for price updates, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time delivery


• Monitor customer orders: Minimum order and line values, profitability, and costs


• Process customer complaints and assist with investigation and corrective actions


• Communicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager.


• Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer service related projects


• Joint sales visits to customers with Sales Engineers


• Attend additional training as needed

Education and Experience: 

Required:

• Bachelors degree in business administration, supply chain, engineering, information systems or related discipline required or equivalent combination of education, training, and experience


• Knowledge of basic business sales and marketing practices


• Customer service experience


• Demonstrated capability of overcoming challenges and delivering results 

 Preferred:

• ERP experience, with JDE Experience a plus


• Technical Degree (Engineering or the Sciences)


• Knowledge of rubber/plastic products is helpful


• Familiarity with ISO quality requirements is helpful


• Familiarity with technical prints is helpful

Competencies: 

• Commitment to delivering high-quality work 


• Desire to learn and grow within a dynamic environment 


• Strong written and verbal communication skills


• Strong people and relationship building skills


• Customer driven with a positive, professional, can-do attitude


• Strong organizational skills with the ability to multi-task with attention to detail and accuracy


• Strong analytical, decision making and problem solving skills


• Basic math skills (addition, subtraction, margin calculations)


• Knowledgeable with regards to basic business sales and marketing


• Proficient in the use of Microsoft Word and Excel


• Proficiency in the use of business operational software (Oracle JDE, SAP) is beneficial

• Must exhibit strong proficiency in data entry.


• Must be able to interact cordially and productively with co-workers in a team environment and establish relationships with individuals at all levels of the company


• Must have excellent telephone etiquette, verbal and written communication skills


• Ability to handle multiple tasks effectively and efficiently


• Ability to work under pressure and to prioritize


• Must be able to make independent judgment decisions with minimal supervision


• Must be comfortable using simple math to calculate time, cost and freight charges


• Other duties as assigned

Travel:

• Limited travel requirements will be 5% of the time per year.


• Travel may be required internationally, candidate must be able to travel outside of the US or Canada without restrictions.