Customer Service Support

Duration:0-6 week(s)

Description/Comment:
Performs customer service duties in accordance with department and company objectives. Acts as a liaison between customers and the company to facilitate sales and the resolution of account or service problems. Provides customers with information about products and services. Solicits and maintains favorable contacts with current and potential key accounts. Develops relationships with internal and external customers that will benefit the overall business plan. Builds good relationships with internal and external customers that will benefit company objectives to maintain and increase market share. Provide timely and efficient: quotes and order entries for customers, customer schedule changes, and customer delivery issues in production. Follow-up on quotes to understand how the business was won and determine why the business was lost (pricing, lead-time, delivery, etc).

Major Activities
• Requires daily interaction with customers, which includes preparing quotes, performing data entry and following-up on customer's orders; handle customer complaints in a professional and timely manner to ensure resolution and customer satisfaction
• Process strategic quotes for RFQs and work directly with Product Managers, Buyers, Account Managers, etc
• Acts as liaison between customers and internal departments; interface with various *** departments, to include Shipping, Planning, Engineering, and Quality
• Able to process, prepare and coordinate large spreadsheets, as required, for the Customer Support team
• Prepares quotes for the customers, which include pricing and delivery; if pricing is not available, coordinate with the necessary department to obtain pricing; work with factory if delivery does not meet the needs of the customer
• Accept orders from the customer; book orders to the applicable location; coordinate adding the item master for part numbers as required; work with change notices from the customer, which may include cancellations, reschedules and quantity changes; make appropriate changes to the sales order; address customers' needs on late deliveries or expedited parts as required
• Perform proper Contract Review and follow all Sales Procedures as required
• Maintain organized sales files; sales file must contain purchase order, sales order, changes, notices from the customer and any correspondence with customer or factory
• Handle initial rejected parts or paperwork from the customer, coordinate with the Quality Department and issue a Return of Material Authorization when necessary
• Work with *** Credit on past due invoices or short pays; perform necessary research to resolve the problem; initiate credit/debit memos as required
• Obtain knowledge of *** Fastening Systems products, which include conversions, substitutions, and knowledge of competitor's products
• Must understand customer's terms and conditions and long-term agreements; possess an understanding of contract language
• As required, in the absence of other department team members work to support their customers in a backup roll
• Able to work with minimum supervision
• Handle a fast-paced work environment and be able to deal with stressful situations
• Must be well organized and have good time management skills

Essential Knowledge & Skills
• Must have strong interpersonal and communication skills
• Must be proficient in Microsoft Word, Excel, & Outlook
• Must be able to read, write and understand English
• Strong problem solving & organizational skills