Customer Service Representative II in Wilmington, MA at Tecomet

Date Posted: 2/14/2020

Job Snapshot

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Job Description

The CSRII will act as the primary point of contact for key customer assignments in partnership with the “sales team”. The representative will be required to interact with all areas of the company to effectively champion the customer demand and facilitate the relationship between facility and customer in order to increase sales. 
• Data entry of sales related information including orders, complaint resolution and price maintenance
• Provide input into the S&OP process to proactively monitor customer delivery schedules and track shortages. Partner with Supply Chain to ensure customer requirements are met.
• Provide marketing information to internal teams and management personnel as required.
• Provide input into annual budget process to insure visibility to future operational requirement.
• Facilitate corrective actions for customer concerns and follow up for resolution.
• Update and maintain files, both hard copy and electronic, necessary for the function of the Sales and Marketing department and other departments that rely on the database.
• Additional duties as requested by management.
• Analyze information and gather data when preparing customer quotes
• Enter quote request in Syteline
• Work with business VP when finalizing pricing on customer quotes
• Enter sales order in Syteline
• Verify customer purchase order and Tecomet sales order represent agreed upon contractual obligations
• Notify customer in writing any purchase order corrections necessary
• Issue RMA to customer for any parts being returned for evaluation, repair or replacement
• Process RMA returns in Syteline for repairing or replacing components.
• Confirm drawings in MQ1 are at the current revision level.  If not, request current revision level drawings from the customer.  
• Attend production meetings and notify customer in writing with any shipping delays to the dates on their purchase order
• Update Syteline with these revised dates
• Prepare export documents for shipments to customers outside the U.S.
• Monitor customer orders in Syteline and close out old orders
• Maintain good customer relations with phone calls and visits to their facility
• Attend Tecomet sales meeting
• Attend any business related trade shows
• Demonstrate performance of all job functions independently
• Prepare export documents for shipments to Customers outside of the US
• Manage annual export licenses and U.S. State Department Registration Renewal (ITAR)
• Develop and execute ITAR training to all Tecomet employees 
• Primary representative for Tecomet for ITAR Compliance
• Working knowledge of computer software such as Word, Excel, Access, and Outlook.
• Continuous improvement minded, problem solving, lean and 80/20
• Exceptional communication and interpersonal skills
• Independent daily management 
• Good judgment and logic, ability to maintain confidentiality 
• Ability to work well under pressure and to remain flexible to changing schedules and demands.
•       To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customer and coworkers.
•       Project Management experience a plus
REQUIRED Qualifications
•       Bachelor's degree or equivalent work experience required 
•       Experience with ITAR
•       Experience with Export Control 
•       Minimum of 3-5 years work in customer service 
•       Sales or business related field.