Customer Service Representative

Description

I.  Purpose/Philosophy of Position

The philosophy behind the Customer Service Department is to provide our customers with excellent service, distinguishing ourselves above the competition with timely and effective followup to all aspects of the Order Management Process. We will provide all of Sumitomo’s customers with complete order support and continuity from initial order entry through scheduling, invoicing and follow-up for all product groups.  Our approach to excellent customer service is a complete team effort.  Our systems are organized to allow the individual to focus on their assigned  Major Accounts while still giving the smaller accounts excellent service as well as support the other Customers Service customers as needed.

As a Customer Account Representative, your primary responsibility is to be totally customer focused.  You will also act as the main liaison between your assigned customer accounts and internal SEL departments on all open or completed orders, taking on the role of being your customers advocate.  The key to being a successful Customer Service Representative will be timely and effective communicate with your customers, timely following up on their inquiries or questions, keeping them informed regarding their order status, shipment schedules, and invoicing to ensure that our customers remain informed and satisfied.  It is the department’s overall goal to have all issues addressed in a prompt, professional manner.  As a member of the staff, you will be expected to perform at a high level of competence, looking to the Senior Customer Representatives for advise and direction in managing your daily activities.

II.  General Functions/Specific Responsibilities

• Responsible for all aspects of assigned customer accounts from order entry through shipment/invoicing.
• Entering of customer orders, creating order files, issuance of acknowledgments, processing EDI transactions, and attaching  all paperwork to the appropriate sales order.
• After order entry, verifying through the Contract Review process that the order is entered correctly as reflected by the customer Purchase Order.  Getting these order released to production in a timely manner and pursuing a delivery date to communicate back. 
• Work with other SEL departments to insure that any issue effecting our ability to meet our customers expectations are addressed, and, if prudent, communicated to your customers.
• Following up with the customer on the shipping schedule, verifying that all order acknowledgments are promptly communicated.
• Identifying inventory that can be used to fulfill an order and making sure it is allocated in a timely manner.
• Seeking a deeper understanding and knowledge of SEL product and the applications.  Being throughly versed in the capablities of the order management systems, processes and procedures.
• Run daily order and shipment reports for use in managing work load, using to spot issues or potential problems.
• Provide back up to other Reps who are out due to sickness or vacation.

III.  Educational Requirements for Position:

• Minimum of High School Diploma
• Require some general college level course work or equivalent work experience concentrated in a professional business area such as marketing, sales, business administration, or accounting.  Prefer a 2 or 4 year degree.

IV.  Experience Requirements for Position:

• At least 3 years proven work experience in a current or equivelent customer service position within the fiber optics industry dealing directly with customers on products or services that are technical in nature. 
• Demonstrated knowledge of Microsoft products, particularly Outlook
• Ability to interact effectively and professionally with all Sumitomo customers and internally within the company departments at all levels of management, maintaining required level of confidentiality.
• Willingness to work closely as a team to make the customer first and foremost.
• Must be able to work overtime as required.
• Work well without constant direct supervision, demonstrating good decision making ability.
• Extremely well organized, flexible, capable of multi-tasking and working in a fast paced stressful enviroment
• Some knowledge of export regulations cost sheets, product designs, contribution margins, freight terms, and account strategies.