Job ID: 16854

Position Summary:

Summary: Administers customer service activities of the Sales department which are an integral part of the customer value proposition for satisfying customer needs regarding any aspect of the quote and order fulfillment process. Investigates and resolves customer complaints. Resolves customer problems concerning, delivery, current status of production, order processing, scheduling, basic pricing, post-sale service, defective products and other issues as required. Associate will coordinate with various functions, such as engineering, production control, manufacturing, quality, etc., to provide liaison support to ensure customer satisfaction.  Helps assist finance department by contacting customers regarding delinquent payments and collection activities.

Primary Duties and Responsibilities: 

•    Administers customer service activities of the Sales department such as order fulfillment both pre and post sale, customer complaints or problems, current status of production of products for customer, and related matters of customer service Develops and maintains relationships with purchasing contacts. 

•    Works with Product Managers to prepare price quotes or bids based on knowledge of material and labor costs, and manufacturing schedules and processes. Submits bid to customer for examination and approval. 

•    Reviews and enters orders ensuring price, lead time, credit terms, quality clauses and shipping details are accurate.

•    Investigates and resolves customer complaints, suggestions, concerns, and similar matters. Applies customer service focused skills and techniques to improve relations with customers while meeting customer needs to ensure customer satisfaction wherever possible. Talks with customers by phone, email, etc. to effectively and timely communicate information needed by customer regarding products made by company and sold to them.

•    Coordinates with various functions, such as, Engineering, Production Control, Manufacturing Quality, etc. to provide liaison support internally to ensure meeting customer needs and externally to customer to ensure customer satisfaction regarding scheduling/re-scheduling, defective product, on-time delivery, shipping, changes in product availability, in order to answer customer inquiries and solve customer problems/concerns.  

•    Assists finance department regarding payments and collection activities. Associate to use knowledge of pricing of company products, services and sales agreements to help others in the collection of accounts receivables or handling credit return problems. Considers other cost factors such as overstocking, time for processing customer service activities, etc. to reduce costs to company, improve financial relations with customers, and productivity of department.

•    Applies broad knowledge and skills of computer software to input, selectively store and analyze customer service data and other sales data for customers into computer database. Develops trends and other statistically based data evaluative information to determine customer service activities improvements and needs to provide better customer service and satisfaction.

•    Develops and maintains relationships with customers on as positive a basis as practicable. 

Required Skills:

•    Understanding of planning techniques and BOM structures

•    Self-motivated, goal driven, proactive and works for results

•    Strong organizational and multitasking skills with ability to balance competing priorities

Required Experience:

•    Proven account management or other relevant experience

•    Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization

•    Experience in delivering client-focused solutions based on customer needs

•    Proven ability to manage multiple projects at a time while paying strict attention to detail

•    Excellent listening, negotiation, and presentation skills

•    Excellent verbal and written communications skills

•    Fluent with the MS Office suite

Level of Education:

Bachelor’s degree in communications, business, finance, engineering, science, or related field of study