Customer Service Representative

2 months ago

Chicopee, United States UFP Technologies Full time

About UFP Technologies:

UFP Technologies is a designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. UFP is an important link in the medical device supply chain and a valued outsource partner to most of the top medical device manufacturers in the world. The Company's single-use and single-patient devices and components are used in a wide range of medical devices and packaging for minimally invasive surgery, infection prevention, wound care, wearables, orthopedic soft goods, and orthopedic implants.

UFP Technologies, Inc. offers a competitive benefits package, including but not limited to:

  • Medical, Dental, Vision, Life, Disability Insurance
  • 401K with a matching contribution
  • Paid time off, Paid holidays, Employee discounts and much more

Location: This position will be on-site full-time in Chicopee, MA. The position holder will need to be within commuting distance (within 45 min).

Customer Service Representative Summary:

Under the direction of the Operations Manager - MedTech, the Customer Service Representative is engaged in handling orders, telephone and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction to our medical customers. Recommends corrective action, maintains records regarding customer requests and determines work procedures/schedules to expedite workflow. Provides support to outside salespeople on key customer accounts.

Customer Service Representative Duties and Responsibilities:

  • Responsible for communicating customer specifications and requirements to engineering / estimators, i,e, Request for Quote (RFQ).
  • Responsible for handling every aspect of a customer's purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems.
  • Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers and follow-up with written acknowledgements.
  • Serves as customer advocate driving improvements in service levels as needed.
  • Acts as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions.
  • Communicates proper billing terms, agreements and conditions to Accounts Receivable. In some cases (i.e. government contracts) processes invoices.
  • Handles Return Merchandise Authorization (RMA)'s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) data base.
  • Provides and monitors the metric for on-time delivery, order fulfillment and cycle time. Ensures continued improvement of service levels and provides corrective actions to sustain customer service levels.
  • Supports continuous improvement efforts as required.
  • Maintains overall service continuity between customer service / inside sales, outside sales, engineering and operational personnel to ensure that customer service levels are maintained.
  • Manages special projects as assigned by manager.
  • Remains accountable for all commitments made.
  • Confirms quotes through data base with customers.
  • Performs all other duties as assigned or needed.

Customer Service Representative Qualification Requirements:

  • High school diploma or general education diploma (GED), and
  • One-year customer service or sales experience, preferred.
  • Epicor experience, preferred.
  • Excellent organizational skills.
  • Detail oriented and accurate with input.
  • Good written and verbal communications skills.
  • Strong customer relations skills.

To apply for this job please create a profile with us through our online application system. Click the "Apply" box in the upper right-hand corner to start the application process. Or, if you already have a social media account with LinkedIn, Google, or Facebook you can use your log in credentials to apply.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.

#UFP #CHIC

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