Customer Service Representative

Description

The Customer Service Rep is responsible for processing and managing customer orders from Purchase Order to Invoice as well as managing the customer relationship. As the sole point of customer contact, the Customer Service Rep will be considered the face of Ancos. This individual(s) is calm and organized and provide a structured entry point into the organization for all our customers.

Requirements

Customer Communication

• Manage all customer communication regarding orders, shipments, and inventory
• Communicate any delays from confirmed dates 
• Establish and build customer relationships to maintain high levels of service
• Provide best in class levels of service, always responding to customer contact promptly (within 2 hours) and doing whatever it takes to solve customer problems while working with other members of production.

Order Processing

• The Customer Service Rep receives and processes routine customer orders, inquiries, and/or complaints covering items or products ordered in a timely manner (within 24 hours or less)
• Records and processes orders and/or inquiries received by email, telephone, and/or through customer personal contact
• Confirms orders to customers as well as provides expected production dates that will be provided by the Production Planner.
• Tracks order activity, and alerts  appropriate staff of any potential delivery problems
• Tracks warehouse inventories

Assembly & Completion

• Communicates final completion information to the customer based on customer requirements 
• Invoices customers and cross-checks invoicing with other members of the team in a timely manner (within 24 hours of completion)

Coordination

• Works closely with the Operations team as they identify areas for optimization
• Actively supports implementation of optimization initiatives
• Works closely with the Senior Project Manager and other team members in the customer service, logistics, engineering, and quality groups to ensure seamless interactions with customers

Administrative 

• Responsible for general office management, including stocking supplies, greeting visitors, and facilitating some shipping and        receiving
• Processing of all regular deliverables, including, but not limited to accounts payable/receivable
• Performs other duties and special projects as directed

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ideally 5+ years’ experience in Customer Service
• High school diploma or general education degree (GED)