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Customer Service Representative

3 months ago

Irvine, United States MASHPOINT LLC Full time
Job DescriptionJob Description

Job Title: Customer Service Representative
Location: Irvine, CA, 92614
Duration: 3+ months (with possible extension)

SummaryThe Customer Service Representative manages and supports key customers and territories. Duties include quoting, purchase order review, data entry and management, working with customer portals, resolving customer issues related to production orders, and office-based administration support for both internal and external customers.Responsibilities
  • Improve levels of customer satisfaction in all facets of customer service consistent with business goals
  • Acts as liaison between company and customer to ensure excellent communication and customer relations are sustained
  • Maintain a professional image while answering customer (internal and external) inquiries and resolving outstanding concerns
  • Answers customer inquiries in person, on the phone, and through email
  • Supports on-site customer visits and coordinates cross-organizational resources
  • Attends mandatory pit stops to discuss escalations and issues with cross-organizational resources
  • Attends daily Tier meetings
  • Provides customers with price and delivery to fulfill RFQ's
  • Follows up on outstanding quotes and converts to orders
  • Completes contract review, order entry and submits PO's for internal flow down execution
  • Accesses and maintains customer portals daily for assigned accounts
  • Displays empathy for customer concerns and handles situations in the best interest of the company and customer
  • Researches and resolves pending items, customer concerns and complaints in a timely manner
  • Coordinates with internal departments (Shop Floor, Program Managers, etc.) to support expedite requests and create recovery plans for delinquent orders
  • Attend cross-functional meetings required to support customer issues and expectations
  • Performs backlog audits and PO reconciliation for assigned accounts on a regular basis
  • Evaluates customer demand inquiries and mitigates risk for customers and the company
  • Maintains account-specific work instructions for assigned customers
  • Updates forecasting module regularly to ensure appropriate demand loaded for assigned accounts
  • Assists Accounting and Shared Services with collection efforts
  • Complies with export compliance guidelines
  • Follows company policies and procedures
  • Builds long-term relationships with new and existing customers
  • Contributes daily to team success by displaying a positive attitude while assisting customers and employees
  • Actively supports Operating System and contributes to 6S initiatives
  • Provides further support as requested
  • Balances team and individual responsibilities
  • Identifies and resolves problems quickly and accurately
  • Willingness to change and strive for improvement
Requirements
  • Bachelor's Degree or Equivalent
  • 5 or more years as a Customer Service Representative in a Manufacturing Environment.
  • 3 or more years in manufacturing/aerospace.
  • Experience with Contracts Management, FAR/DFAR compliance and obligations.