Customer Solutions Specialist II

5 days ago

Scarborough, Maine, United States UCT Alumni Association Full time
Job Summary

The Customer Solutions Specialist plays a critical role at UCT by serving as a direct link between the company and customer. This position interacts with customers, sales, and production to handle the overall customer order process, including pre-sales and post-sales service functions.

Key Responsibilities
  • Perform Order Accuracy Review to ensure all order details are accurate.
  • Collaborate with production, quality, sales, and logistics to quickly coordinate and resolve issues, handling customer complaints effectively.
  • Handle incoming orders from customers via customer communication and OAR process, ensuring accuracy and timely processing.
  • Coordinate with Sales and Engineering to ensure the SRF is properly completed by customers for all parts to be quoted/processed for the first time.
  • Coordinate customer orders working with operations to meet plant lead times and communicate commitments to the customer.
  • Keep customers informed of their orders, updates delivery times, and any potential delays, maintaining clear and proactive communication to manage expectations and build trust.
  • Keep accurate records of customer interactions, orders, and complaints, generating reports on key metrics such as order fulfillment rates, customer satisfaction scores, and response times.
  • May be required to download and upload customer data to and from customer portals.
  • Perform Orders Workbench review (OAR) and maintenance.
  • Schedule or attend customer conference call meetings to provide open order status updates as required.
  • Work with operations to provide expedites when possible, ensuring orders are billed accurately for any expedites or change requests.
  • Follow up on NCRs and DMRs internally and with customers to close and move orders to process/ship/invoice.
  • Prepare documents/trouble tickets related to processing returns (RMA/FOI), servicing, and exchanges.
  • Work with the sales and credit department to resolve customer payment issues as requested.
  • Complete forms for new accounts, credit applications, and other applicable approvals as assigned.
  • Serve customers by answering product and service questions, including providing information on other products and services.
  • Maintain customer records by updating account information.
  • Nurture relationships with key customers by understanding their needs, preferences, and buying patterns, involving proactive outreach, follow-up on orders, and identifying opportunities for upselling or cross-selling products and solutions where appropriate.
  • Maintain financial accounts by processing customer adjustments through to the credit department.
  • Prepare product or service reports by collecting and analyzing customer order information.
Requirements
  • Adaptable to change.
  • Ability to work effectively with those from diverse backgrounds with different learning styles.
  • Comfortable working on multiple projects simultaneously.
  • Effective in a fast-paced work environment.
  • Effective oral and written communication skills.
  • Positive attitude.
  • Highly responsible and dependable.
  • Time management skills and sense of urgency.
  • Detail-oriented and organized.
  • Strong planning and scheduling capabilities.
  • Problem-solving skills.
  • Experience with RMA procedures.
  • Proficient in data entry; computer skills, Microsoft Word and Excel.

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