Customer Service

Scope:

• The Customer Service Representative primary job objective is to work with internal and external customers to coordinate, manage, mediate, and negotiate any item or activity such as price, delivery, quality, and responsiveness. In order to maximize customer satisfaction this job requires timely and accurate responses to: requests for quotes, material planning, order entry, engineering holds, order changes, schedule sharing, order status, requests for RMA's, and resolution of shipping and accounting issues. This position requires continuous improvement in cycle time for customer communications in order to maintain the highest level of customer satisfaction.
  

Duties and Responsibilities:

• Initiate quote process in internal quoting system
• Upon receipt of all orders, follow order entry procedure and complete checklist
• Enter Sales Order and work with production control to meet requested lead times/ship dates.
• Transmit order acknowledgement to customer
• Save all pertinent documentation in program management documents
• Work with customer weekly or monthly forecasts to schedule production quantities to meet the customer min/max inventory requirements. Complete all order entry and/or change orders to maintain scheduled requirements.
• Work with consignment customers to assure inventory is pulled and invoiced in contracted time frame.
• Monitor "in transit" shipments for timely receipt to the consignment hubs.
• Maintain weekly forecast information.
• Enter changes as requested for expedites, pushouts, cancels, and customer holds.
• Work with Production Control to meet Customer demands and forward acknowledgement to Customer.
• Submit cancellations per procedure and obtain approvals as needed.
• Transmit charges to customer and monitor for invoicing and payment.
• Set up new part order as required, and modify sales order as appropriate
• Receive requests for returns and work with quality department for appropriate approvals
• Assign RMS number via system and set up for return order; Transmit RMA number to customer
• Work closely with operations, engineering, and quality to accurately give order updates and to resolve on time delivery and quality issues
• Receive requests for returns and work with quality department for appropriate approvals.
• Communicate in timely manner to keep customer informed. Work expedited ship methods as needed to meet committed Dock dates.
• Work with accounting and buyers for assigned customer monthly statements to resolve overdue payments when there are issues to resolve regarding unit price, quantity, EDI problems etc.
• Actively involved with the internal teams within the department to reduce cycle times and order entry errors to promote continuous improvement.
• Works with Account and Program Managers to compile various activity reports designed to generate sales forecasting data and sales strategies.
• Participates with account and program management in on-site customer review meetings. Will travel to customer site on occasion.
• Cold-call customers or prospective customers to drive business
• Work with site management, inside sales and customer service to ensure: Customer Satisfaction, Effective pricing strategies are in place, NPI execution, Business Growth.
• Follow "7 Elements of Success" guidelines
  

Note:The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Essential Knowledge and Skills:

• Printed circuit board manufacturing knowledge is preferred.
• Working knowledge of all aspects of Inside sales functions is preferred.
• Must be knowledgeable in spreadsheet and word processing software, as well as the knowledge to use the Internet.
• Decision making skills with respect to matching strategies and capabilities with customer demands well as in interpretation of a variety of instructions furnished in written, oral, diagram (print reading) or schedule form.
• Excellent verbal and written communication skills is a must.
• Ability to lift 50 pounds unassisted
• Must be able to quickly react in order to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to manage in conflict situations with internal and external customers in order to maintain the highest level of customer satisfaction
  

Education and Experience:

• Bachelor's degree preferred

1-3 years of manufacturing or PCB experience preferred

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