Customer Service Representative

Description

The primary purpose of this position is to process customer orders from receipt to completion, collaborating with the customer and the manufacturing plants to ensure timely delivery of product, as well as answering incoming phone calls from distributors and customers regarding product pricing, and availability. Assist Sales Managers with account management. This position will work primarily, but not exclusively, with our Latin/South American Sales Manager and accounts.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Key Responsibilities:

· Input customer orders and changes into order entry system while maintaining order board

· Assist customers and distributors with pricing, delivery, and method of shipment

· Review pricing on customer purchase orders and enforce minimum lot sizes

· Acknowledge receipt of orders to customers

· Authorize customer returns and follow-up with plant personnel. Issue credits upon receipt of customer returns

· Support outside Sales Managers

· Act as “liaison” between plant personnel, product/sales managers, and the customer

· File purchase orders, contracts, quotes, correspondence to support Quality System record retention

· Expedite deliveries for customer inquiries and past due

· Follow stated procedures related to SOX and TS

· Release tooling invoices at the time of initial order shipment

· Follow up on NPI (New Product Introduction) to ensure timely order entry

· Assist with physical inventory if needed

· Diligent order/contract review required to maintain ISO compliance

· Generate system reports and excel spreadsheets as needed to support customer and/or sales requirements

COMPETENCIES:

• Customer Service (Internal/External) - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things. Maintains confidentiality of all payroll, medical, benefit and employee related information.

PREFERRED QUALIFICATIONS:

Education:

• High school diploma required
• Bachelor’s Degree in Business Administration (preferred)

Experience and/or Training:

· 1-3 years’ experience in customer service (preferred)

· Must be fluent in Spanish (required)

· Must be a US Citizen (required)

· Professional attitude with the ability to communicate clearly and effectively at all levels

· Ability to resolve customer related problems or gather accurate information to pass on to others as needed

· Ability to listen attentively, make sound decisions, and speak with confidence

· Attention to detail and ability to follow up is critical, ability to meet deadlines

· Must be a motivated initiative-taker with the ability to work independently and/or in a cross-functional work team environment

· This person must view customer complaints as an opportunity to satisfy the customer, rather than a negative experience

Familiarity in working within a manufacturing environment is a plus

Travel Requirements:  None