Customer Service Representative

About rms Company

rms Company provides contract manufacturing of high-quality, tight-tolerance medical implants, components and sub-assemblies using cutting-edge technology. rms is part of the Cretex Medical family of companies. Learn more at www.rmsmachining.com and www.cretexmedical.com.

Customer Service Rep Overview:

The Customer Service Representative will be responsible for the primary customer contact from quotation through delivery.  This position will also ensure customer satisfaction and work to build the customer relationship.

Customer Service Representative Duties & Responsibilities:

• Proactively provide customers with the information they need regarding their products
• Build and maintain customer relationships in a professional timely manner
• Facilitate conference calls, webinars, or face to face visits with customers and other team members
• Provide sales order entry updates/changes, order acknowledgements
• Review contracts and order tracking
• Enter and maintain customer quotes, including tracking the appropriate codes in the ERP system
• Verify POs, quotes, and contracts for accuracy: price, quantity, delivery, and revision level
• Maintain and send open order reports as needed or required by the customer
• Resolve customer issues directly and/or escalate issues to the leadership team as needed
• Issue customer return merchandise authorizations and communicate details to all internal and external contacts
• Monitor job progress to ensure the delivery dates are met and verify the delivery is received on time
• Manage VMI, Kanban, and safety stock
• Work with sales representatives and customers for acquiring forecasts
• Participate in backlog meetings with production/scheduling teams and proactively update the customer
• Train and mentor the order entry coordinator position
• Support and comply with the company Quality System, ISO, and medical device requirements
• Read, understand, and follow work instructions and standard work
• Partner with other business segments:  sales/marketing, customer service, engineering, quality, and finance
• Understand customer needs and the core business markets we serve
• Ensure business systems are implemented, maintained, and functioning properly
• Participate in required company meetings
• Maintain an organized work area (5S)
• Participate in the Operational Excellence Program
• Complete all other work duties as assigned
• Ability to work in a manufacturing environment

Customer Service Representative Required Qualifications

• High school diploma or equivalent
• 3 years of customer service experience
• Production scheduling experience
• Ability to navigate through ERP systems
• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher)
• Clear and effective verbal and written communication skills
• Attention to detail
• Organizational skills
• Ability to work in a fast-paced team environment
• Ability to prioritize and multitask

Customer Service Representative Preferred Qualifications

• Experience in a manufacturing organization
• Associate Degree in Business or related field
• Continuing Education; including participation in local chapters, associations, and/or organizations

All Employees:

Our 401k retirement savings plan with a company match contribution; onsite health clinics, discretionary holiday bonus program (based on years of service), Cretex University, 24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost, wellness program with incentives, an employee death benefit, and employee sick and safe leave are available to all Cretex employees. 

20+hours:

Cretex’s medical benefit package includes: comprehensive medical insurance with access to virtual providers; dental insurance (Little Partners Dental benefit covers services 100 percent for children 12 and younger when seen by a Health Partners in network provider); vision insurance; a pre-tax health savings account, healthcare and dependent care pre-tax reimbursement accounts; paid holidays, paid time off; and our discretionary profit sharing program are available to employees working 20+ hours/week. 

30+ hours:

Parental Leave, accident and critical illness benefits, optional employee, spouse, and child life; short and long term disability; company provided life insurance; and tuition assistance programs are available to employees working 30+ hours per week. 

(Some benefits are subject to eligibility criteria.)

Applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, veteran status, marital status, family status, status with regard to public assistance, or any other protected status as required by law.  

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.