Customer Service Representative

2 weeks 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 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.

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

Under the direction of the Operations Manager - MedTech, the Customer Service Representative is responsible for handling orders, telephone and other inquiries from customers. This role requires strong customer relations skills, excellent organizational skills, and attention to detail.

Key Responsibilities
  1. Communicate customer specifications and requirements to engineering / estimators, including Request for Quote (RFQ)
  2. 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
  3. Work with purchasing and production personnel to define delivery dates, communicate delivery commitment to customers, and follow-up with written acknowledgements
  4. Serve as customer advocate driving improvements in service levels as needed
  5. Act as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions
  6. Communicate proper billing terms, agreements and conditions to Accounts Receivable, and process invoices for government contracts
  7. Handle Return Merchandise Authorization (RMA)'s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) database
  8. 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
  9. Support continuous improvement efforts as required
  10. Maintain overall service continuity between customer service / inside sales, outside sales, engineering, and operational personnel to ensure that customer service levels are maintained
  11. Manage special projects as assigned by manager
  12. Remain accountable for all commitments made
  13. Confirm quotes through database with customers
Requirements
  • High school diploma or general education diploma (GED)
  • 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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