Customer Service Representative I - Fastener Industry

SUMMARY:

The Customer Service Representative I (CSR) will establish and maintain positive customer relationships. In the customer service management system, the CSR I will be responsible for entering customer sales orders and releases. In addition, this individual will plan and enter production work orders. The CSR I will facilitate communications with outside sales, the customer, and the division.

SUPERVISORY RESPONSIBILITIES:

This role does not have supervisory responsibilities.

ESSENTIAL DUTIES & KEY RESPONSIBILITIES:

• Collects and records various data from internal and external sources for purposes of reporting and management review.
• Enters external or internal data in ERP system.
• Receives customer information prior to new quotes being started and processes to ensure regulatory compliance.
• Working online to retrieve Customer ecommerce orders and address basic questions.
• Receive and process customer's requests for new and repeat quotes as well as the accurate and timely response to the customer of completed quotes. This requires a great deal of detail and accuracy to ensure the proper part, to the proper revision, for the correct quantity, is being manufactured in order to be completed at the appropriate time.
• Receive and process customer's purchase orders and releases. Verify customer orders reflect the correct price, quantity, timing, and validity as was quoted. This includes making smaller decisions quickly as to what is in the company's best interest.
• Maintain completed and in process quote and purchase order files.
• Coordination with engineering to ensure technical customer questions and change requests are addressed.
• Coordination with manufacturing prior to order acknowledgement to verify production scheduling and materials for new orders to ensure proper lead time is acknowledged, recorded, and provided to customer.
• Coordination with Quality to ensure customers' specific Quality requirements and documentation are properly reviewed and recorded.
• Coordination with finance / accounting to ensure they have the necessary information to accomplish billing, credits, net terms, and other related functions.
• Response to a variety of customer inquiries regarding the status of their orders, requests to move in and out, request to cancel, request to be notified when an order is going to ship or be late.
• Front line responsibility of handling customer communication when customers are unhappy with quote timing, price, lead time, or variety of other things.
• Provide coverage for receptionist positions when necessary.
• Additional duties as required by Supervisor/Management

SKILLS & COMPETENCIES:

• Must have Excellent organizational skills.
• Self-starter.
• Attention to detail.
• Competency in Microsoft Office Programs.
• Excellent & Professional verbal and written communication skills.
• Punctual and dependable.
• Perform all duties & responsibilities in a professional manner.
• Treat others with respect.
• Ability to work independently or in a team environment.

EDUCATION & EXPERIENCE

Required

• High school diploma or equivalent
• 2-3 years Customer Service experience
• Experience working with data and order entry.

Desired

• Associate degree
• Experience in a manufacturing setting

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Primarily sedentary work involving prolonged periods of sitting at a desk and working at a computer.
• Frequent use of hands and fingers for typing, mouse use, and handling documents.
• Visual acuity required to read computer screens, printed materials, and digital devices.
• Occasional standing, walking, bending, and reaching within the office environment.
• Occasional lifting or carrying of light items such as files, office supplies, or a laptop (typically up to 10-20 pounds).
• Regular communication through speaking and hearing in person, by phone, and during virtual meetings.