Customer Service Representative

4 days ago

Ontario, United States Maury Microwave Corporation Full time
MAURY MICROWAVE JOB DESCRIPTION

Job Title: Customer Service Representative

FLSA Status: Non-Exempt

Department: Sales

Reports to: Vice President, Quality, Service, and Compliance

Brief Summary of Position:

The Customer Service Representative will be responsible for making the Maury Microwave experience easy for our valuable customers by anticipating their needs and providing a seamless end-to-end service. As a customer experience expert, you will use your business acumen to advocate cross functionally to get the best possible outcome and will intimately know the requirements of the key accounts and be solution focused.

Essential Functions of the Position
  • Owner of Service Orders-
    • Quoting
    • ERP System Entry
    • Receiving
    • On time Delivery- Tracking progression of order through the stages of receiving, production, shipment back to customers.
    • Communicates with customers to let them know of any delivery changes.
    • In close collaboration with production and QA to ensure timely delivery.
  • Generate customer quotations using CRM and other tools to validate customer terms, contracts, pricing, and appropriate approvals.
  • Responsible for efficient and timely processing of customer orders in compliance with corporate booking and revenue policies.
  • Utilize judgement and take ownership to ensure timely resolution of escalated issues that arise on behalf of the sales representative and external customer.
  • Owner of customer portals, Exostar, Ariba, etc.
  • Consistently demonstrating an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
  • Critical link between the sales, finance, and operations teams to optimize the customer experience.
  • Identify process issues and initiate suggestions to management for changes to improve response times and accuracy.
  • Complies with Company Safety Policies and Quality Management Systems.
  • All other duties as assigned.

Requirements (education, prior work experience, special skills, etc.)

  • Strong decision making, problem solving and communication skills.
  • Self-starter with the ability to prioritize multiple tasks in a high volume and fast-paced environment with focused attention to detail.
  • High sense of urgency to achieve goals, results driven, communicates assertively and with tact, willing to learn, works well under pressure, customer focused, team player.
  • Must be versed in processing export orders and shipments.
  • Minimum high school diploma or equivalent, some college preferred.
  • Minimum of 3-5 years in sales and customer service experience required.
  • Must have strong computer skills. Proficient in Outlook and MS Office.
  • Requires knowledge of ERP systems and CRM experience.
  • SAGE and Salesforce experience a plus.

Physical Demands/Work Environment

Physical Demands/Sensory Function

Frequency Of Use

Stand

Regularly

Walk

Regularly

Sit

Regularly

Use hands

Regularly

Reach with hands and arms

Regularly

Climb or balance

Occasionally

Stoop, kneel, crouch or crawl

Occasionally

Talk/Hear

Regularly

Lift and/or Move 25 pounds

Occasionally

Noise Level:

Moderate

Vision Requirements

Close Vision (clear vision at 20 inches or less)

Ability to see color

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