Customer Service

1 week ago

Haverhill, United States Thomas Scientific LLC Full time
Job DescriptionJob Description

The Customer Service/Purchasing Representative is a hybrid role that will support the customer service and purchasing needs of a designated set of customers. This role will serve as the first point of contact for the customer and will provide timely, accurate, and high-quality customer service and purchasing support to the customers each day with the expectation of meeting and/or exceeding the customers’ expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service:

• Enter orders on a daily basis by converting customer PO’s to sales orders (via email, phone, fax and online).

• Ensure order accuracy, communicate acknowledgement and ETA to customer after conferring with warehouse regarding delivery date options.

• Prepare quotes as needed for specific customers before PO’s are generated.

• Review each online order (OMNI) for accuracy and acknowledge with an ETA.

• Follow through on customer questions, pricing, sales tax exempt status.

• Follow through with customers with special SOPs to ensure their order is received in a timely manner to achieve expected delivery dates.

• Generate Certificates of Compliance for specific products for companies as needed.

• Fulfill various reporting requests from companies that have SOPs for same.

• Assist sales team with VMI customer orders in their absence, by sending emails and order forms to customer contacts.

• Maintain knowledge of products to purchase not currently offered by company.

• Assist with annual review of pricing increases.

• Perform other related duties, as assigned.

Purchasing:

• Purchase stock as directed by management to fulfill orders, as needed per backordered items, or to maintain appropriate inventory levels.

• Reconcile orders received to POs. Enter the data into Synergy.

• Work with and communicate with sales and warehouse teams on status or delivery dates of backordered items or long lead times.

• Proficiently work with customer and vendor sites and portals.

• Develop and maintain knowledge of freight and shipping carriers.

• Maintain a good relationship with vendors to promote negotiation opportunities for better pricing, quicker delivery service when requested, fast resolution to issues.

• Keep Synergy system updated with all vendor pricing, new product numbers and any other data relevant to the account.

• Track delivery dates and follow through with vendors when backordered items have not arrived as expected.

• Work with vendor on resolution to orders not received correctly or damaged – request replacement or credit.

• Work with freight carriers for credit with lost or damaged shipments.

• Monitor open orders on a weekly basis to better manage internal system with accurate product ETA.

• Perform other duties, as assigned.

POSITION REQUIREMENTS

• This position requires a highly effective, independent and self-driven individual, who can work with minimal oversight, but can also thrive as part of a team.

• Must be detail oriented and possess a high degree of accuracy for price checking, verifying part numbers and descriptions.

• Must be proficient in Microsoft Outlook, Word, and Excel, and have a working knowledge of an ERP.

• Exhibit positive attitude when servicing vendors, customers, field and in-house personnel.

• Act as a liaison with internal departments (accounting, warehouse, sales) to address and resolve issues.

• Have the ability to follow through a process from beginning to end, to ensure a positive experience for the customer.

• Possess excellent communication skills, both verbal and written.

• Possess the ability to handle multiple tasks, and work quickly and efficiently, in a fast paced environment.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

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.

• This position frequently requires sitting, finger dexterity, talking, hearing and visual acuity. It occasionally requires standing, walking and reaching. It rarely requires lifting (average weight 20#).

MENTAL DEMANDS

• Must be able to manage multiple projects and tasks

• Must pay close attention to detail

• This position has a predictable work schedule

• This position has frequent deadlines

• This position has a high level of decision making ability

• This position works closely with others

• There is a lot of record keeping and routine paperwork

WORKING CONDITIONS-the work environment characteristics 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.

• This position has no exposure to environmental conditions such as chemicals, or extreme weather conditions.




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