Senior Customer Service Representative

7 hours ago

Bedford, New Hampshire, United States FERROTEC (USA) CORPORATION Full time
About the Role

Ferrotec (USA) Corporation is a technology company with a worldwide presence in a broad array of end products, manufacturing systems, and industries serving primarily the semi-conductor industry. We provide our customers with advanced material, component, system, and manufacturing solutions.

Key Responsibilities
  • Process quotations, sales orders, bookings, releases, and shipments.
  • Coordinate 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.
Key Performance Indicators
  • 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.
Requirements
  • 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.

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