Customer Service Rep

Johnson Service Group is looking for a Customer Service Rep with 5 years’ experience working in an Aerospace or PCB manufacturing environment. 

This position is fully on-site, and looking for local candidates to Chatsworth, CA.

Will serve as the primary contact for the assigned customer base and execute the daily Customer Service processes with a keen focus on customer satisfaction. Ensure a high level of proactive customer engagement with strong communication related to expected service levels, and issue resolutions.  Execute the order entry process to ensure that all orders for assigned customers are entered timely and accurately (order number, quantity, product specifications, price, freight terms, shipping instructions, packaging, delivery date, other special instructions. This is a Temp-Direct job for an Aerospace company in Chatsworth, CA.

Pay Rate: $31.50 HR DOE


Review all orders and customer confirmations for accuracy.  Provide open order report status, update respective customer supplier portals, and process returns as required.  Customer Service Representatives are required to work in collaboration with other departments to provide service to customers.

GENERAL DUTIES:

1.  Quoting

1. Managing access to customer sites
2. Downloading data and customer request
3. Sending the quote or loading in customer site as needed as quickly as possible
4. Enter quote in Sales Force in a timely manner (cycle time 24 hours or less from quote receipt, to sending completed quote and logging)
5. Disposition quote as feedback is obtained

 

1.  Order Entry

1. Entering order accurately
2. Review order acceptance tool to ensure that you fit the job into the production schedule without overbooking a day.  Collaboration with Production Manager may be required.
3. Ensure engineering has the correct data to work with
4. Review PO thoroughly and complete PO check sheet
5. Acknowledge order to customer
6. Create the electronic folder for the order (cycle time less than 2 hours)
7. Communicate with Procurement/Purchasing Dept. customer’s order quantity and date(s) required to ensure prompt material order placement and scheduling

 

1.  Customer Status

1. Send an open order report with status to each customer weekly or more frequently if requested
2. Run late to ship date report daily (plus one week out) to review status with production
3. Communicate updated status with customer immediately and ensure a revised PO is received and change the date in the system based on the new commitment or enter a recommit date
4. Daily send shipment tracking information to customer contact

       4.    Customer On Hold Notices

1. Notify Customer when jobs go On Hold per Planning or Engineering
2. Change Date in system to reflect On Hold Date and notes of why it is on hold
3. Follow up daily with the customer to ensure jobs come off hold quickly to minimize the number of days lost for the customer
4. Reschedule delivery as per length of time On Hold
5. Request PO Change Order to reflect New Dock Date
6. Create New Sales order to reflect New Dock Date
7. Review the daily report from accounting to ensure there are no orders on hold that have been missed.

5.          Quality

1. Gather all necessary information from the customer when a quality issue arises to obtain an approval to issue an RMA
2. Instruct the customer how to return parts and what to expect
3. Work with quality for quick resolution
4. Keep the customer informed of progress until parts are returned, remade or scrapped
5. Ensure all customer expectations are met prior to closing the issue internally, i. parts returned, credits issued, corrective action done, etc.

6.          Monthly – Scorecard

1. Understand each customer’s scorecard frequency and method of delivery
2. Understand how the customers score us and their expectations
3. Review customer scorecard for accuracy
4. Dispute and get errors corrected
5. Strive for a goal of 95% or greater for quality and delivery
6. Explain any scores that do not meet minimum expectations

 

1. Monthly Backlog Report

1. Check the goals and open gaps on the monthly report emailed by accounting to work with customers to pull jobs in to help meet shipping goals as requested.

 

1. Communication

1. All aspects of customer communication should be managed by customer service.
2. Collecting customer information and analyzing customer needs
3. Respond to all emails with 24-48 hours
4. Customer service is either to provide the service needed or be the liaison for all other departments based on what the customer needs
5. Manage customer expectations
6. Manage customer complaints
7. Grow a relationship with the assigned accounts to strengthen and grow the existing business

 

1. Communicate with Procurement/Purchasing and Operations Departments any change in customer’s order quantity and/or schedule change, as well as customer’s forecast changes
2. Communicate with production daily to check job status
3. Communicate with engineering daily to ensure jobs are released on time
4. Communicate with management regarding complaints, compliments, insight into an account and any other pertinent information

Skills and Qualifications:

1. Strong computer skills required
2. Proficient in Windows, Word, and Excel
3. Superior teamwork skills, interpersonal and communication skills are required
4. Excellent problem-solving skills
5. Possess excellent listening and phone skills
6. Ability to multi-task a must
7. Detail oriented
8. Strong organizational and time management skills
9. Minimum 5 years of experience in Customer Service
10. High School Diploma or equivalent; College Degree a plus or prior work experience

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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