Customer Service Representative

3 days ago


Chicopee, Massachusetts, United States UFP Technologies Full time
About UFP Technologies

UFP Technologies is a leading designer and custom manufacturer of comprehensive solutions for medical devices, sterile packaging, and other highly engineered custom products. As a valued outsource partner to top medical device manufacturers worldwide, our company plays a crucial role in the medical device supply chain.

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team. In this role, you will be responsible for handling orders, telephone, and other inquiries from customers, ensuring consistent customer service and satisfaction to our medical customers.

Key Responsibilities
  • Communicate customer specifications and requirements to engineering and estimators, ensuring accurate Request for Quote (RFQ) processing.
  • Handle every aspect of a customer's purchase order, including timely verification of data and accurate entry of order information into the order entry systems.
  • Work with purchasing and production personnel to define delivery dates, communicate delivery commitment to customers, and follow up with written acknowledgements.
  • Serve as a customer advocate, driving improvements in service levels as needed.
  • Act as a point of contact for the field sales team to identify, investigate, and clarify problems, and determine quick and effective resolutions.
  • Communicate proper billing terms, agreements, and conditions to Accounts Receivable, and process invoices for government contracts.
  • Handle Return Merchandise Authorization (RMA)'s and credits through accurate and timely entry of data into the Customer Relationship Management (CRM) database.
  • Provide and monitor metrics for on-time delivery, order fulfillment, and cycle time, ensuring continued improvement of service levels and providing corrective actions to sustain customer service levels.
  • Support continuous improvement efforts as required.
  • Maintain overall service continuity between customer service/inside sales, outside sales, engineering, and operational personnel to ensure that customer service levels are maintained.
  • Manage special projects as assigned by manager.
  • Remain accountable for all commitments made.
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.


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