Customer Service Representative

2 weeks ago

Menomonee Falls, United States Blachford Acoustics Group Full time

Job Summary:

The Customer Service Representative functions as the liaison between customers, manufacturing and the outside sales team. As a member of the Customer Service Department, this position will provide training and mentoring to other customer service representatives as needed for backup and/or best practices. The Customer Service Representative will have the authority to approve certain MRA’s, freight costs, as well as MOQ changes as noted in the job description.

Essential Duties and Responsibilities:

· Responsible for monitoring customer portals, EDI systems, emails, and websites to ensure orders are accurately captured and any changes adjusted.

· Review customer forecasts to identify trends and communicate to management team.

· Develop processes and procedures to stream-line job function and optimize department and company work loads and information flow.

· Authority to approve MOQ’s changes after review of internal BIS costs to ensure no significant loss to the company.

· Work with manufacturing, purchasing, engineering, and quality to ensure timeliness of production to meet customer requirements.

· Facilitate customer complaints / material returns as needed – Authority to approve MRA’s up to $500.

· Support contract review process to ensure compliance with Blachford’s quality management system.

· Act as the first responder to escalation issues in the department and facilitate timely responses.

· Work with outside sales team to facilitate customer requirements; ensuring pricing, order quantities, part revisions, etc. are validated – for pilot, end of demand, and/or service.

· Ensure proper account management of all customers and determine actions/attention as needed with manager or sales management.

· Work with Inside Support staff to support customer quote requests, pricing additions, etc.

· Monitor inventory and warehouse shipments from distribution locations as needed.

· Input Customer orders and Invoice as needed.

· Communicate with customers regularly via email and phone.

· Special projects as needed for VP of Sales, Operations Management, and COO.

· Other customer service duties as assigned.

Qualifications/Skills/Experience Required:

· Bachelor degree preferred.

· Computer literate (Word/Excel) and ability to quickly learn custom system

· Proficient in data entry

· Strong communication skills, both phone and email (English required)

· Ability to work with a variety of personalities and maintain professional demeanor

· 3-10 years business experience, preferably in a customer related field

· Ability to make independent decisions

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