Customer Relations Representative

The Customer Relations Rep. has multiple responsibilities within the CR department. They will assist in supporting both OEM and Distribution customs as well as SMARTtill® customers, including order entry, RMA’s and email support. As a part of the Customer Relations team, they ensure customer inquires are responded to in a timely manner and all feedback is logged.

Customer Support
The Customer Relations Rep. is responsible for overseeing the sales order cycle of our customers.

• Evaluate and process the customer purchase order, confirming the correct product part numbers and pricing
• Manage complete order entry process, including order acknowledgement and shipping notifications
• Prepare and process documents related to customer purchase orders, including email communication with the purchasing team, logistics team and sales team
• Manage customer disputes related to shipments and warranty issues
• Follow-up or redirect website leads from sales @ and Info @
• Organize and or process any report needs for Account Managers
• Attract and refer new customers and pass on all appropriate leads to the proper account manager or Distributor.
• Process monthly Price Exception RMA’s
• Manage level 1 tech support cases that are escalated from CCI. Including updates to Sales Force.
• Manage all CCI tech support RMA’s. Including RMA entry, and Sales Force case file updates.
• Manage all new SMARTtill® orders and assist with SMARTtill® RMA’s.
• Work with Marketing when there are website issues or updates
• Pull monthly forecasts for customers that provide this detail via on-line portals
• Process Intracompany purchase orders for raw materials used at Vendor locations
• Maintain all customer quality documents in pricing folders, including current quotes, price sheets, and price exceptions.

Quality Management
The Customer Relations Rep. is responsible for maintaining the highest possible level of quality in all aspects of their job. 

• Maintain processes according to our ISO procedures
• Continually learn about new products and how they can be applied
• Attend appropriate training offered by APG
• Log and follow up on customer feedback

Fiscal Responsibility
The Customer Relations Rep. is responsible for financial controls relevant to the customer purchase order process.

• Assist in tracking product margins and advise in raising prices when appropriate
• Keep track of PO termination dates and ensure timely placement of POs
• Sell add-on accessories when possible and appropriate