CUSTOMER SERVICE EPS ESTIMATOR KINA

The Customer Service & EPS Estimator serves as the key customer liaison for EPS orders, managing order entry, customer communication, order status, and coordination with Sales and Operations, while also providing EPS estimating and quoting support. This position provides advanced customer service support, handles complex orders, and has a complete understanding of the EPS sales process from production and costing to getting the order out the door on time in full.

Essential duties are interpreted as being descriptive and not restrictive in nature. Other duties may be assigned.

Customer Service

• Manage the sales order process through to billing, adhering to agreed turn-around times and processes working with the sales team, production, and customers to ensure satisfactory completion of orders.
• Determine customer requirements, and expectations, and recommend products based on cost, availability and specifications when their initial product request is out of stock.
• Schedule and monitor shipment dates to ensure timely delivery and communicate any deviations from established parameters to all parties involved, including the customer.
• Record customer complaints and generate a complaint notification in SAP capturing all pertinent information needed to successfully conduct an internal investigation.
• Assist in generating and analyzing service performance metrics and customer data to support decision-making.
• Assist in prioritization of and allocating inventory to orders as needed.
• Have a complete understanding of capacity, runtimes, and cost associated with the EPS material to review BOM information in the variant configuration model at time of order entry.
• When information is incorrect in SAP work alongside different internal departments to get cost and runtimes updated so accurate margins are being reported on.

Estimation

• Serve as a subject matter expert and resource for EPS quoting across all plants.
• Prepare accurate estimates and quotations for EPS products based on customer requirements, drawings, specifications, and project details.
• Identify potential product, dimensional, or specification issues during the estimating process and coordinate with the appropriate internal teams for resolution.
• Maintain accurate quote information and documentation within the CRM/SAP systems.
• Develop knowledge of EPS products, manufacturing capabilities, lead times, and production requirements to ensure estimates are both commercially accurate and operationally feasible.

Skills, Knowledge & Abilities

Education and/or Experience: Employee must have a high school diploma or general education degree (GED) and preferably a minimum of five (5) years work experience in the manufacturing or building materials industry that includes a minimum of three (3) years in the field of customer service and/or estimation.

Language Skills: Ability to read and interpret documents such as operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Must be able to communicate orally and written in English.

Mathematical Skills: Ability to calculate figures by using advanced math skills, applicable to and consistent with an business degree.

Reasoning Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Competencies: Individual Contributor

Adaptability

Maintaining effectiveness when experiencing changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful. Adaptability supports our business driver of Driving Efficiency.

Customer Orientation

Placing the appropriate priority on the internal or external customer's perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs. Customer Orientation supports our business driver of Increasing Financial Performance.

Decision Making

Identifying and understanding challenges and opportunities by gathering, analysing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; taking action that is consistent with facts and optimizes probable consequences. Decision Making supports our business driver of Driving Efficiency. Earning Trust (Establishes Credibility for Earning Trust)

Gaining others' confidence by acting with integrity, communicating transparently, and following through on commitments; treating others and their ideas with respect and supporting them when faced with challenges. Earning Trust supports our business driver of Building a High-Performance Culture.

Managing Work

Effectively managing one's time and resources to ensure that work is completed efficiently. Managing Work supports our business drivers of Executing a Competitive Strategy and Driving Efficiency.

Teamwork

Working cooperatively in partnership with others to help a team or work group achieve its goals. Teamwork supports our business driver of Building a High-Performance Culture.

Health & Safety

The ability to autonomously apply and adhere to health and safety protocols, contributing to the creation of a safe and secure work environment. Individuals with this competency are responsible for understanding, implementing, and promoting health and safety practices within their scope of work, ensuring compliance with regulations, and fostering a culture that prioritizes the well-being of all employees.