Customer Service Representative
4 weeks ago
We are seeking a highly skilled Customer Service Representative to join our team at ResourceMFG. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, ensuring timely and accurate communication, and resolving any issues that may arise.
Key Responsibilities- Provide high-level customer service by connecting with clients to provide updates on their orders and discuss future orders.
- Assist with daily operational scheduling and meet with production supervisors to check order status and workflow.
- Collaborate with the Production Manager to create a daily report of customer orders currently in-house.
- Review scheduled expected completion dates against current order statuses to ensure on-time completion.
- Maintain the Monthly On-Time Delivery (OTD) Report.
- Keep up-to-date with Contract Review Master List through weekly review of Terms & Conditions and Quality Clauses.
- Meet with planners weekly to discuss challenges, order managing, and solutions for the week.
- Participate in production team meetings and communicate information and updates to appropriate departments.
- Support the S&R department by receiving and entering customer orders in the RMF system.
- E-mail Customer Satisfaction Surveys to top customers annually.
- Continuously strive to enhance the customer experience by proactively identifying areas of improvement.
- Answer incoming phone calls and review customer purchase orders and customer drawings to ensure that RMF is the vendor listed on PO and to verify that RMF can satisfy all processing requirements.
- Reports special PO requirements to the quality department and to the lead planner to ensure that RMF can meet the customers' requests.
- Performs contract review and stamps accepted purchase orders accordingly.
- Creates internal work orders using the RMF system to flow down PO requirements.
- Stages planned work orders with their corresponding parts in various RMF departments.
- Provides excellent customer service daily via email and phone.
- Performs work order reviews for work orders created by other planners to detect any errors.
- Reviews completed work orders for finished products to detect any errors or incomplete operations with special emphasis on inspection operations and to ensure that finished product has been properly inspected and released for shipment.
- Provides backup support as needed to the shipping & receiving department, including preparing shipping documents, coordinating with carriers, and receiving shipments.
- Bilingual: Fluent English and Spanish.
- Customer service representative experience.
- 1+ year in aerospace industry or metal finishing knowledge.
- 1-2 years of experience in customer management, contract administration, customer service, project management, quality, or supply chain in manufacturing, operations, or aerospace environment is preferred.
- High school diploma or equivalent.
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