Product Support Representative

2 weeks ago

Novi, United States NMB Technologies Full time
Description

SUMMARY OBJECTIVE OF THE JOB:

The Product Support Representative provides support to customers, account managers, and product team with orders, follow-up, forecasts, and all administration regarding orders, communications, and delivery of the department product

JOB DUTIES AND RESPONSIBILITIES:
  • Customer Service - Become a subject matter expert in certain areas of the product to provide customer service to new and existing customers and ensure a positive customer experience.
    • Ability to evaluate, troubleshoot, and offer solutions to problems using common support best practices, proper escalation, and documentation via common CRM software.
    • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
    • Ensure all issues are properly analyzed, documented, logged, and resolved in a timely manner.
  • Order Processing & Coordination - Assist customers daily by full order cycle from order entry, follow-up, timely delivery, and complete fulfillment.
    • Process daily data entries by using the AS400 system
    • Expedite orders, reschedules, and immediate shipments
    • Coordinate orders or shipments with instructions as necessary
    • Confirm and provide sales order backlog weekly
  • Supply Chain Support - Provide coordination with supply chain requirements for manufacturing to Forecast
    • Support the logistics group to help track shipments
  • Team Support - Coordinate and collaborate across internal groups such as coordination, business development, account managers, and engineering groups.
    • Liaise with other departments as necessary to better service our customers.
    • Working with and supporting Coordination team for parts procurement and inventory management.
  • Administration - Other administrative duties pertaining to a particular account (special requirements, reports, implementation special instructions, etc.)
  • Improvements - Identify opportunities that will improve both the customer and teammate experience.
  • Communications External/Internal - Clear and frequent communication with customers, PSR team, product and account managers
  • Other - perform other related duties as required.
JOB QUALIFICATION REQUIREMENTS/COMPETENCIES:
  • Bachelor's degree preferred (New graduates are welcome to apply) or equivalent
  • 2 years' experience in customer service or related field, understanding of manufacturing function, and supply chain.
  • Ability to self-manage, prioritize tasks and act with autonomy and limited supervision
  • Problem-solving ability
  • Able to multi-task and manage a large account-base
  • Knowledge of AS400 a plus
  • Computer skills: Microsoft Office, Word, Excel, and PowerPoint
  • Excellent verbal and written communication skills.
  • Bi-lingual in Japanese is a plus
    • The ability to professionally communicate, read and write at a business level in Japanese is a plus
SUPERVISORY REQUIREMENTS:

(Select one of the following, or add additional information)

No Supervisory qualifications are required for this position.

PHYSICAL REQUIREMENTS:

A normal amount of sitting and standing, average mobility to move around an office, and ability to conduct a normal amount of work on a computer.

SALARY

At NMB, the pay band for this role is between $44,495.00 and $66,742.00 annually, and your base pay will depend on your skills, qualifications, experience, and location. The base pay is a part of our total compensation package and is determined within a range of the pay band process. This offers you the opportunity to progress as you continue to grow and develop your career at NMB.

BENEFITS
  • 401(K)
  • Safe Harbor
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance & AD&D
  • Healthcare & Dependent Care Spending Accounts
  • Short-Term Disability
  • Long-Term Disability
  • Employee Assistance Program
  • Sick Leave Benefits
  • Paid Vacation
  • Paid Holidays
  • Tuition Reimbursement


SCHEDULE

NMB offers flexible work schedules to create a better work/life balance.

WORK AUTHORIZATION (REQUIRED)

Applicants must be legally authorized to work for any employer in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

DISCLAIMER
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time.

The job description doesn't constitute a contract of employment and the company may exercise its employment-at-will rights at any time.

The above lists all of the essential functions, education, knowledge, skills and abilities required for this job. These are the minimum requirements; employees must also demonstrate good interpersonal skills, proper attitude and professionalism, acceptable attendance and work behaviors - at a minimum.

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