Customer Service Representative

Customer Service Representatie -Career Opportunity:

Customer Service Representative is responsible for acting as a liaison between the customer and company and ensures high customer service satisfaction.

Responsibilities:

• Accurately enter and maintain sales orders, order amendments, and cross reference information using SAP/Syspro software in an ISO 9000 environment.
• Communicate to customers and internal personnel in a timely, clear, efficient andelivery status, production schedules, lead times, revisions, delivery requirements, shipments, and OTIF calculations.d appropriate method regarding all aspects of sales.
• Provide appropriate information to facilitate quotations for sales inquiries for both potential and existing customers.
• Assist new product development & sales with communication to customer regarding changes/planning and missing info as necessary.
• Develop forecasts with customers, sales, and planning to ensure good customer service and maximize production capacities.
• Maintain Forecast systematically as per customers Contract & SLA.
• Monitor pricing in SAP/Syspro system to match customer PO, report discrepancy & request updates as necessary, maintain orders updated with most current pricing published.
• Work with NPD and Sales to ensure invoicing of customer for tooling charges
• Engage with internal stakeholders such as Material Planners, Logistics, Manufacturing, Commercial, Marketing, Quality, Billing and Finance to support customer requests.
• Enter material returns related to customers approved quality rejection. Participate in trainings, development of root cause, corrective/preventative actions as required to eliminate future occurrences.
• Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs
• Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department
• Support creation and maintenance of standard operating procedures (SOPs) for customer services
• Work to achieve maximum efficiency in a team environment and support peers when needed.
• Coordinate closely with the Shipping team to execute on time shipment of customer orders.
• Assist Shipping with customer portals used for data entry and order processing.
• Perform other related functions as assigned

Qualifications

• Bachelor’s Degree, or one to three years related work experience and/or training
• Experience working with ERP systems (SAP, Oracle, Syspro, etc.).
• Good level of PC expertise – Microsoft Office (Excel/Word/PowerPoint)
• Must be detail oriented and organized to ensure accurate order entry and customer communications
• Must have excellent communication skills, verbal and written.
• Excellent Planning & Organizing Skills.
• Customer Oriented.
• Previous work experience with direct customers is preferred.