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Senior Customer Service Representative
2 months ago
HOW YOU MAKE AN IMPACT Responsible for processing quotations, sales orders, bookings, releases, and shipments. Coordinates with other departments to resolve problems. Requires excellent organization and communication skills, and the ability to work well with others. Duties and tasks may vary by business unit. Reports to the Manager of Customer Service, Regional Sales Manager, or equivalent. Achievement of objectives must include an overriding commitment to quality that must permeate the areas of responsibility. Enable and Drive Change in the Organization. WHAT SUCCESS LOOKS LIKE Uses established procedures and works under immediate supervision. Answers phone calls from customers and maintains high customer satisfaction with courteous, efficient, and complete service and support. Initiates customer orders for changes, consignments, returned/repaired product, short shipments, and credits. Responds to customer inquiries for price and delivery. Accepts, qualifies, and processes requests for quotations. Enters sales orders into Oracle. Updates customer need dates as required. Updates, or requests an authorized person to update, scheduled ship dates. Participates with other customer service representatives to audit order entry in compliance with J-Sox requirements. Coordinates with other functions as necessary to ensure that customers receive the best service possible. Prepares support information to sales and engineering for quotations and problem resolution. Exercises judgment within defined practices and procedures to determine appropriate action. Performs other related duties as assigned or requested. May work with customer’s qualified suppliers to perform services requested by FTU management. May expedite existing orders based on customer’s pull in request by communicating with appropriate suppliers. May be required to monitor inventory consigned at customer location, make proper inventory accounting, order / schedule replacement material within management guidelines, and expedite as required to meet defined inventory levels. Services complex accounts and orders. Assists entry-level customer service representatives with challenging issues. Identifies areas for improvement and participates in the development of better operational processes. May arrange air and sea shipments with FTH based on customer requirements. May monitor customer’s portal site to identify requirements to pull in or push out orders. May work with major account consigned-inventory programs to ensure inventory and service levels are met. May support tradeshow activity. Works under minimum supervision. Plans, develops, and implements systems to ensure accurate, timely, and efficient customer service activity. Prepares, develops, or maintains various reports as requested by management. Mentors and assists in training entry-level and intermediate-level customer service representatives. Exercises discretion and judgment on a regular basis. WHAT YOU NEED TO BE SUCCESSFUL High School Diploma or equivalent and 5-8 years' experience, or Associate’s degree in a related discipline or equivalent and 2-5 years' experience. Preferred Skills: Experience with an ERP system, preferably Oracle. Familiarity with international variances in cultural and legal issues related to sales transactions. Bi-lingual language skills (Chinese/English or Japanese/English) are preferred and may be required in some business units. Physical & Environmental requirements: Constantly remaining in a stationary position, often standing, or sitting for prolonged periods. Occasionally moving about to accomplish tasks or moving from one worksite to another. Constantly communicating with others to exchange information. Constantly repeating motions that may include wrists, hands, and/or fingers. Occasionally operating motor vehicles or heavy equipment. Constantly assessing the accuracy, neatness and thoroughness of the work assigned. Occasionally subjected to low and high temperatures. Constant sedentary work that primarily involves sitting/standing. Occasional light work that includes moving objects up to 20 pounds. Prolonged use of computer monitors. #J-18808-Ljbffr
