Customer Service Representative in Manchester, NH at Tecomet

Date Posted: 10/24/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/24/2018

Job Description

JOB SUMMARY:              

As a member of the Customer Service Team, the CSR will act as the primary point of contact for the customer.  The CSR will be required to interact with all areas of the company to effectively champion the customer demand while meeting internal company goals and targets.

ESSENTIAL FUNCTIONS:

  • Maintain customer relations via telecommunications and in person visits with a goal of building the customer rapport, which is essential in growing the business
  • Exhibit proactive approach to customer service by following up on customer requests in a timely manner without waiting/delaying responses
  • Support planning, finance, quality and sales by providing information that is necessary to meet objectives
  • Support engineering by providing information that is necessary to meet launch requirements and to grow the business
  • Works with costing, sales, engineering & finance and supports activities related to quote maintenance for new products (programs), modifications to existing products (programs) and for expired quotes
  • Works with customers, engineering, quality, accounting and sales to support activities related to contract review process
  • The CSR has complete responsibility for all activities related to Sales Order Entry in accordance with the Contract Review Procedure and other organizational requirements, which include but are not limited to:
    • Entry and maintenance of customer part number and it’s alignment with the Tecomet part number, quantity, pricing, revision levels (all in accordance with the Contract Review Procedure), lot coding and serialization information, sales order dates, date codes, and order codes, which are the primary source of information for accurate execution and reporting of:
    • Customer commitments, which include but are not limited to; order confirmations, change notifications, open order reporting, customer conference calls and in person meetings
    • Execution of a production schedule and other planning and scheduling activities
    • Delivery Performance tracking and reporting
    • Lot coding and serialization information that is transferred to work orders (by planning)
    • Pending and in process contract review activities
    • VMI program management
    • Resource planning and execution
    • Delivery performance
  • Perform activities related to RMA Processing and Resolution, which includes but are not limited to:
    • Customer communication
    • Data research (on discrepant product), on part detail, price detail, invoice detail, lot information, and complaint information.  This data is needed by quality, planning and accounting and helps facilitate the corrective actions and resolution 
    • RMA Entry and maintenance in the ERP System and related documentation
    • Replacement Sales Order Entry
  • Additional duties as requested by management
  • Maintains the confidentiality of the department

KNOWLEDGE, SKILLS AND ABILITIES:

  • Ability to convey information effectively through written and verbal communication
  • Ability to create reports that will help in information gathering and communication process
  • Knowledge of basic math skills
  • Demonstrated problem solving skills; ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Proficient in use of spreadsheets and other software applications
  • Ability to handle many different tasks in a work day and to deal with them calmly and effectively in high stress situations

EDUCATION AND WORK EXPERIENCE:

  • Bachelor of Arts or Science Degree is preferred
  • 3-5 years experience in customer service related field can substitute for degree
  • Manufacturing experience preferred

Working Conditions/Physical Abilities:

  • Office setting in manufacturing facility
  • Light physical activity performing non-strenuous daily activities of a primarily administrative nature
  • Hand dexterity, keyboarding, and many forms of communication (electronic, verbal, phone and face to face)
  •  Ability to occasionally lift and/or move up to 25 pounds
  • Ability to maneuver throughout the facility/facilities as needed

Tecomet is an Equal Opportunity Employer M/W/VET/DISABLED

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