Customer Service Associate

Company Overview

Cinch Connectivity Solutions is a vertically integrated supplier of high quality, high performance connectors, fixed length and semi rigid cable assemblies from DC to 50 GHz, and custom solutions.  Our product lines deliver custom-engineered solutions to satisfy the most demanding and complex requirements.  Cinch Connectivity’s products support aerospace, military, wireless communications, data networking, test and measurement, telecommunications, broadcast, medical, oil and gas and other harsh environment applications.  Combined with the strength of our parent company, Bel Fuse Inc., Cinch Connectivity Solutions aims to provide an unparalleled offering to the vast array of industries it serves.

Primary Objective of Position

The primary function of this position is to provide support for our customers and the Customer Service team.  This position will triage orders, maintain spreadsheets, provide reports, update data in our operating system, provide pricing/quotations for customers in a timely and professional manner, handle expedite and push out requests from both internal and external customers and provide general customer support to the Customer Service team.  This position requires the ability to be flexible and handle multiple tasks simultaneously.

Job Responsibilities

Technical Job Functions

• Assist in processing quotations, customer orders, returns and credits accurately.
• Assist in providing Customer Service Representatives and customers with order status, shipment information and delivery update.
• Prepare reports and backlog updates as needed.
• Maintain and update customer service folders on the intranet.
• Maintain customer tax exemption forms to ensure they are current.
• Assist Customer Service during absences and vacations.
• Interface with Customer Service, Product Managers, Planners,  Sales Reps and Managers on customer requests and questions as needed.
• Support Customer Service with various projects as needed.
• Assist in investigating complaints and discrepancies and identify and follow up resolutions.
• Responsible for answering incoming phone calls and transferring to appropriate area.
• Professional customer service demeanor essential, both in person, on the phone or in e-mail.
• Follow company policies, procedures, quality requirements, and applicable compliance standards.
• Perform other related duties as assigned.

Authorities and Responsibilities              

·         Regular attendance is an essential function of all employment.

·         Position reports to Department Manager, and has continuous interaction with internal and external customers, including OEMs, Distributors, Manufacturers’ Reps, Regional Managers, Sales and Marketing on orders and status; with Credit, Product Planning, Purchasing, Shipping, Engineering and Production at managerial and peer levels.

·         Requires effective communication and cooperation to facilitate an easy-to-do-business-with environment and to contribute to a cohesive, productive unit dedicated to the achievement of corporate goals.

·         Performance influences customer perception of the Company.

·         Decisions affect customer satisfaction, order fulfillment and invoicing accuracy.

·         May need to expedite limited-availability product to meet the most critical customer requirements.

Knowledge

·         Ability to satisfactorily complete and implement all OJT and required trainings.

·         Ability to understand the organization structure, businesses and sites, and applying that knowledge to daily tasks, communications and assignments.

Analytical, Business and Technical

• Ability to apply job knowledge and skills to improve productivity, quality, timeliness and to solve problems using good judgment.

·         Ability to implement and suggest new technologies or methods as needed.

·         Ability to hold sensitive data and information in confidence.

·         Ability to understand and implement ISO and Lean Manufacturing methodologies.

·         Ability to operate equipment and use tools and techniques effectively, efficiently and in accordance with ergonomic principles.

·         Proficiency in software as required; ability to perform math calculations, measurement, analysis or reporting as directed.

·         Ability to multi-task daily workload.

·         Ability to comply with Company policies and procedures.

·         Ability to seek customer information to understand needs and requests, to demonstrate active listening to ensure mutual understanding, and to exhibit sensitivity to customer's culture to accommodate customer requests.

·         Ability to coordinate role with other departments to effectively meet customer needs, improve on-time delivery and avoid delays.

Communication

·         Ability to communicate effectively and appropriately orally, in writing or electronically.

·         Ability to communicate work goals, progress and changes as required.

Interpersonal

·         Ability to apply interpersonal skills (empathy, negotiation, rapport, sensitivity), to develop and maintain effective working relationships.

·         Ability to demonstrate character, integrity, honesty, ethical behaviors and industriousness.

·         Ability to effectively participate in teams and projects as well as contribute to unit cohesiveness and productivity.

·         Ability to anticipate, negotiate and manage conflicts, problems, changing situations and deadlines.

Quality

·         You will be part of a QMS (Quality Management System) that continually aims to reduce/eliminate non-conformances while striving to meet/exceed customer expectations in the most cost effective and efficient manner.

Safety

·         Safety at Cinch is a commitment to every employee as we strive to provide maximum safety to all employees in the Waseca facility and all Cinch divisions.

Education and Experience

Basic Qualifications

·         High school diploma or equivalent.

·         1-3 years experience in Customer Service, sales support, order management or related experience.

·         Excellent organizational skills and attention to detail.

·         Ability to manage multiple priorities in a deadline-driven environment.

·         Proficiency with Microsoft Office, particularly Outlook and Excel

·         Professional, dependable, and collaborative approach to working with customers and colleagues..

·         Must be a US Citizen or Permanent Resident.

Work Opportunity

Bel will only employ those who are legally authorized to work in the United States.  This is not a position for which sponsorship will be provided.  Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Bel is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to age, sex, race, color, religion, national origin, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected Veteran status.  We are committed to providing a workplace free of any discrimination or harassment.

About Bel

Bel (www.belfuse.com) has three divisions that are primarily engaged in the design, manufacture, and sale of products used in aerospace, data transmission, military, transportation, and consumer electronics.  These three divisions include Magnetic Solutions (discrete components, power transformers and MagJack® connectors with integrated magnetics), Power Solutions and Protection (AC-DC power supplies, DC-DC converters, custom designs, miniature, micro, surface mount and resettable fuses) and Connectivity Solutions (micro, circular, filtered D Sub, fiber optic, RF connectors, microwave components, passive jacks, plugs and cable assemblies).  The Company operates facilities around the world, with over 65 years in the electronics industry.

Essential Physical Effort/Demands to Perform Job and Working Conditions

·         Strength: Lifts and/or carries, slides, relocates objects up to 5 lbs. regularly. Lifts and/or carries, slides, relocates objects up to 25 lbs. intermittently.

·         Climbing or balancing: Maintains balance while moving about to all areas of factory facilities, potentially traversing slippery or uneven floors, moving onto and off rubber floor mats in all areas intermittently. Maintains balance while sitting, standing, bending, twisting, and turning, stretching and stooping regularly.

·         Walking, stooping, kneeling, etc.:  Moves about to all areas of facility as required. Bends, stoops, stretches, stands, twists, crouches, and turns while performing job. May kneel to pick up and relocate objects regularly to intermittently.

·         Reaching, handling, fingering and/or feeling: Reaches, outstretches arms, pulls out drawers or objects at arms length, overhead or at floor-level towards body or into and out of drawers, cabinets and/or file boxes. Grasps and clasps objects. Picks up, places and moves objects. Uses office equipment/machines as needed per job. Positions, rotates and repositions hands, wrists and fingers on mouse and/or keyboard for prolonged periods. Uses wrists hands and fingers to rotate, manipulate, and/or operate phones, keyboard, and mouse and office equipment per job regularly.

·         Talking/ Hearing: Effectively listens to, converses and communicates with, and expresses oneself to internal and external customers and others as required per job, in person and on the telephone regularly.

·         Seeing: Prolonged close-up and/or distance viewing of computer monitors and documents. Views and understands documents and spreadsheets. Views and understands SOPs and engineering drawings. Identifies, determines, recognizes, computes, estimates, observes, and assesses information and documents online or in hard-copy form regularly.

·         Other Demands: Plans, performs, makes decisions, detects problems and measures outcomes for multiple tasks and projects under urgent and/or conflicting deadlines regularly. May sit for prolonged periods of time regularly.

·         Working Conditions: Exposure to RF devices, chemicals or solvents or high noise levels intermittently. Uses computer monitor, keyboard and/or mouse, telephone/headset, and other office equipment for prolonged periods regularly. Wears PPEs per job description and/or tasks regularly.