Job Title:  Customer Service Representative

Job Purpose

Coordinate and execute administrative duties, as well as support account, sales, and service activities. Handle questions, complaints, and requests from customers, within company policies and procedures, in order to support the business unit in realizing objectives and contribute to customer satisfaction through timely responses and accuracy in order entry and service after the sale.

Essential Duties and Responsibilities

•    Communicate effectively via telephone, email, and mail.
•    Process domestic and international sales orders ensuring accuracy of the information provided and initiating communication necessary to guarantee customer satisfaction.
•    Provide total support to sales facing positions manufacturing facilities on inquiries in order to obtain resolution of issues and have ability to understand manufacturing process, production planning, sales, and financial considerations. 
•    Liaise with accounts receivable department regarding customers with credit or invoice issues.
•    Process all warranty claims and advise customer of outcomes.
•    Interface with the Purchasing Officer / Logistics Coordinator to ensure available material. 
•    Coordinate with Sales to ensure customer satisfaction.  
•    Prepare shipping documents including detailing agreed onsite loading requirements.
•    Prepare invoices for each product shipment.
•    Customer portal maintenance; receive PO’s, Invoices, submit Reps/Certs, upload shipping docs. 
•    Interface with Warrensburg Quality (to support customer requests for CofC copies etc.).
•    Liaise between Shipping and customer to facilitate timely exchange of specialized shipping documents.
•    Interface with Warrensburg planning for lead times, production changes, etc. 
•    Service after the sale; POD’s, backorder status, provide invoices, order acknowledgements, etc. 
•    Customer interaction; PO receipt, PO revision, plant-initiated schedule changes. 
•    Ad hoc reporting as often requested by DLA, the US Navy, Securaplane and other customers.
•    This position has no supervisory responsibilities

Qualifications

•    Associates Degree or equivalent/commensurate experience.
•    3+ years account/customer service experience in a fast-paced manufacturing/office environment.  
•    Competent computer skills in Microsoft Office platforms, especially Excel.  
•    Excellent customer service skills; such as retaining/organizing records, close attention to details, and ability to follow through to resolution.    
•    Possess strong communication skills, as liaison with customers and internal stakeholders is a predominant focus of this position.   
•    Well organized and possess a high level of administration ability to effectively manage the complexity and order volumes.
•    Proficient in using ERP/MRP enterprise software packages; preferably BaaN. 

General Job Requirements