Customer Service Representative

5 days ago

Westfield, United States Electri-Cord Mfg. Co. Full time
Electri-Cord Manufacturing (ECM) is a leading turnkey electronics manufacturing services company specializing in wiring harnesses, cable assemblies, power cords, high-level assemblies, power distribution units, panel assemblies, and box builds. Our commitment to technological innovation enables us to build a world powered by manufacturing and supply chain solutions.

Family-owned for over 25 years, ECM has grown into a trusted, global electronics manufacturing leader with a rich heritage of customer centricity.

At ECM, the CSR manages large accounts and works with Regional Sales Managers (RSMs) to service account base is properly forecasted with a focus on accuracy. The Customer Service Representative (CSR) is responsible for adherence of the core Standard Operation Procedures and resolution of customer opportunities either directly or through appropriate departments or management of designated accounts. Adheres to ECM's common processes for onboarding and managing the designated account base. Collaborates with Regional Sales Managers to support customer requirements. Generates quotes and sales orders. Performs other duties as directed which are necessary to meet the department's responsibilities to the customer and to the organization.

The CSR interfaces with all internal departments and locations including US, Mexico and Asia as well as all designated customers.

The primary duties of the CSR includes, and are not limited to, the following:
  1. Perform activities required for the accurate and complete generation of quotes and orders for the assigned account level:
  1. Receive customer specifications and other pertinent data for products.
  1. Consider all customer requirements including delivery / packaging requirements and seek assistance as required to assure that all pertinent data and costs are included.
  1. Gather information for quotes as needed
  1. Communicate quotes and other data to the customer or sales representative and follow through on other requests for information.
  1. Advise the Regional Sales Manager of issues or specific problems which require special attention.
  1. Interface with Purchasing, Engineering, Scheduling & other ECM locations to confirm whether customer specifications and deliveries can be achieved.
  1. Enter quotes, customer orders, and other required data in Enterprise Planning Requirements (ERP) software.
  1. Review purchase order contracts and complete contract review process to ensure customer POs match quoted terms and other applicable information.
  1. Resolve problems with orders in process or already shipped as required, coordinate the required internal assistance necessary to satisfy the customer's concerns.
  1. Familiarize customers who are not aware of company specifications and necessary agency approval requirements.
  1. Notify production management of required "expedites and reschedules." In accordance with ECM Terms and Conditions
  1. Perform other duties which are required to enhance customer satisfaction. Ensure customer(s) are delighted and the desired Customer Satisfaction Indices are achieved
  1. Recognize a sales opportunity and coordinate response to prospective customers
  1. Consistently maintain customer database in ERP system.
  1. Maintain and monitor a customer's forecast, usage, etc. to assure timely deliveries.
  1. Advocate for customers and ensure their issues are addressed and responded to in a timely and professional manner.
  1. Ability to Travel to customer sites if needed.
  2. Perform other duties as assigned or directed.

Position Requirements:
  • Bachelor's Degree (in areas such as: Business, Supply Chain Operations, Electrical, Manufacturing, Technology, Electromechanical) or equivalent experience.
  • Minimum of three to five (3-5) years' experience in related customer relations positions
  • Accurately use arithmetic functions (addition, subtraction, multiplication, division)
  • Accurately use metric system
  • Ability to read Engineering Drawings
  • Excellent fluency in English and Spanish communication skills (written and verbal)
  • Intermediate knowledge of spreadsheets, graphs, and word processing; experience with an Enterprise Resource Planning tool; Microsoft 360 and Teams.

ECM offers a Competitive Benefits Package:

401K matching | vested immediately

Outstanding Medical | Dental | Vision Insurance

Health Savings Account

Flexible Spending Account

STD, LTD and Life Insurance

Bonus

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