Customer Service Representative Manufacturing Industry Jobs

Summary
Serve as a member of a team servicing a group of approximately 300 customers; process RFQs, enter new orders, release orders for fabrication, and coordinate resolution of after-sale issues as required by customers or as assigned by the Team Leader. A high percentage of time is spent communicating directly with customers.

Responsibilities:
• Customer (Dealer) Account Management
o Function as customer contact for both orders and RFQs
o Prepare quotations and work with dealers to help them price material themselves.
o Communicate Accurate capabilities and procedures to customers.
o Investigate customer credit requests and recommend disposition.
o Become proficient using the ASI-Design Studio, displaying the ability to complete quotes and work through minor customer issues
• Process customer Request for Quotation
o Prioritize RFQs and schedule responses based on due date, customer classification, and requested product fit with Accurate product offering – RFQs must be completed within 24 hours of receipt

o Review customer product specifications, establish product requirements, interpret customer intent, and
reconcile requirements to Accurate product offering

o Perform takeoffs to determine product configuration, sizes, and quantities
o Prepare Quotation
• Identify Quotation Components
• Enter Quotation Components in ERP System
• Apply Price Discount based on Management Guidelines
• Check the Final Quotation for Accuracy
• Send Quotation to Customer
o Perform post-quotation services as required, including responding to changes in requirements with
revisions or alternatives, and forwarding requests for special pricing to management
o Collect and communicate market information and customer feedback to management specifically; price
levels, products, competitors’ actions, and trends in specifications.

Customer Order Entry
o As a customer (dealer), purchase orders are received, check pricing against the price list or Accurate
quotation and ensure that the order is for the proper amount
o Review specifications included with purchase orders to ensure that Accurate material meets customer
requirements. Note any conflicts between the requirements and Accurate’s product offering and resolve
them before accepting the purchase order
o Enter orders and release as required by the customer for approval (shop) drawings, fabrication, or
Shipment from stock.
• Customer Order Processing
o Generate order acknowledgments and communicate scheduling information to and from customers to
ensure that their expectations are met for each major phase of the order. Provide order status updates to
customers as required and communicate re-schedules when they occur
o Coordinate Accurate submission of concept drawings for customer approval.
o Process customer requests to expedite orders, working with others in the organization to determine if the requests can be fulfilled
o Coordinate shipments of material, especially when coming from multiple sources, to arrive simultaneously and/or match customer’s installation schedule
o Check orders before releasing to production and reconcile final material pricing with customer’s purchase order, securing change orders from customers for the difference when necessary.
o Perform order write-ups and break orders down to individual components for manufacturing and shipping
• After-Sale Customer Service
o Field customer reports of freight damage and determine appropriate response. When necessary, initiate
freight claims on behalf of customers, provide the Shipping Department with the necessary paperwork, and enter
orders for replacement material as required

o Work with customers and others in the Accurate organization to resolve material shortages or other field issues where the customer does not believe the material supplied by Accurate can be installed as anticipated
o Complete paperwork (Problem Report, N/C Log, Freight Claim, etc.) to enable Accurate to track root causes of field problems and improve processes and procedures.