Customer Service Representative
5 hours ago
The primary contact for customers with business-related issues, working closely with Sales Management to capture customer expectations and manage the order process efficiently.
Independently responds to customer inquiries, provides price quotes, and communicates order status. Creates customer RMA's and facilitates the returned parts process, referring rejections and complaints to designated departments.
Customer OrdersSets up new customers and part numbers in the system, responsible for account maintenance and product pricing/lead time accuracy. Initiates and leads contract review meetings for new product orders, identifying repeat MTO products for requoting and facilitating 48-hour turnaround.
Validates correctness of customer documentation to current manufacturing documentation, accurately entering orders into the ERP system and creating sales order pick lists. Provides order acknowledgments within 24 hours and updates customer open order reports as required.
Education/ExperienceA bachelor's degree from a four-year college or university is preferred, but an associate degree or equivalent from a two-year college with four years of experience in a manufacturing environment is acceptable.
Experience with ISO/QMS 9000 and ISO 13485 systems is desired, as well as operating in a lean manufacturing environment.
Communication SkillsExceptional customer care communication skills, both written and verbal, are necessary. Able to work effectively in a team, manage multiple priorities, and be comfortable working in a fast-paced environment with short deadlines.
Math AbilityAptitude to calculate figures and amounts, including discounts, interest, commissions, proportions, and percentages.
Computer SkillsStrong MS Office Skills (Outlook, Word, Excel, PowerPoint) are mandatory, with knowledge of Order Processing systems, Manufacturing ERP software, and Internet software. Experience with EPICOR MRP System is preferred, as well as International Export Compliance knowledge.
Reasoning AbilityAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interprets instructions furnished in written, oral, diagram, or schedule form.
Problem SolvingIdentifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, and works well in group problem-solving situations.
Oral CommunicationSpeaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, and demonstrates group presentation skills.
TeamworkBalances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, and puts the success of the team above own interests.
Written CommunicationWrites clearly and informatively, varies writing style to meet needs, presents numerical data effectively, and able to read and interpret written information.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly exposed to work near moving mechanical parts, with a quiet to moderate noise level in the work environment.
Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to sit, frequently required to walk, and occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds.
Additional NotesARCH Global Holdings is an Equal Opportunity Employer and wholeheartedly supports diversity in the workplace as a basic premise for business success.
All employees of ARCH Global Holdings are employed on an at-will basis.
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