GENERAL SUMMARY
This position is responsible for providing and promoting customer satisfaction by employing exceptional customer service techniques for all divisions. This position supports the functions of the Customer Service Manager, sales and marketing, and internal and external customers as necessary. Interaction required with all levels of internal and external resources.
Essential Duties and Responsibilities
Account management of those accounts designated as "House" accounts. Responsible for daily inquiries, both in order processing and problem resolution.
Responsible for obtaining customer requirements by internet, fax, etc., performing contract review, evaluating customer requested delivery dates, negotiating best possible delivery date, order entry and prioritizing the production schedules. Can prioritize and manage house accounts on basis of effect on the organization without consultation. May require negotiation of expediting charges. In addition, is responsible for communicating any delays or deviations from the customer's accepted schedule.
Responsible for internal account management including initiating engineering changes and the Advanced Product Quality Planning (APQP) New Parts System, including support through entire process; Controlling deviations; and Supplier Request for Engineering Approval's (SREA's) in accordance with procedures.
Determines whether to implement customer requests for special procedures/processes on the basis of cost effectiveness and fairness.
Works with accounting and the customer to resolve outstanding payable issues.
Composes and types quotations and correspondence relating to new and existing parts.
Qualifies incoming calls of potential new customers and evaluates whether they meet target business objectives. Has authority to decline new customers if does not meet objectives.
Accumulates information and offers suggestions to Estimating and Director of Engineering in regards to re-evaluating pricing and securing price increases for existing parts.
Maintains reporting of and monitors finished goods inventory, KanBan, and safety stock levels. Maintains excellent follow-up system for projects, delivery, etc. Maintains hard cards and parts records.
Attends daily production meetings to interface with schedulers, Quality, Engineering and
Coordinates all customer and salespeople visits.
Completes other necessary documentation such as NAFTA (?) certificates, company profiles, supplier assessment forms and others as requested by customers.
Responsible for coordinating activities to alleviate inventory for obsolete parts including tooling, gages, raw material, WIP (?), and finished goods.
Production Supervisors to ensure accurate communication of customer requirements and communicates order delays and updates with customer representatives.
Requirements
Education:
- Associates degree or equivalent in sales, marketing or related field preferred. Minimum two years experience in customer service, sales or telemarketing.
Training Requirements:
Must be self-sufficient and be able to prioritize work load. Must be able to multi-task projects and problems and have the ability to plan and organize effectively.
Ability to communicate effectively and interact with all levels of the organization and customer's organization in order to maintain good business relationships. Needs to be accurate, clear and articulate on the phone and in person.
Good interpersonal, follow up, and follow through skills.
Job Knowledge Requirements:
Basic knowledge in Microsoft Word and Excel, internet and MRP (?) systems beneficial.
Must be willing to pursue improved knowledge of customers and product base.
Supervisory Responsibilities:
- Reports directly to the Customer Service Manager and has no direct reports.
Physical Requirements:
- Regularly required to sit, stand, bend, stoop, and reach.
Personal Protective Equipment:
Benefits
We have excellent benefits packages for all employees that include the following:
Medical Insurance
Dental Insurance
Vision
STD & LTD
Life Insurance