The primary objective of the Customer Service Representative is to provide premier customer service which ensures the timely and efficient provision of products and services. This includes from the customer purchase order receipts, order entry into Fluiconnecto ERP system, acknowledgement to customers and constant communication with Production Planners and Warehouse about execution and shipping of the orders.
- Roles and Responsibilities:
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Gather / download, in at least monthly basis, the forecast from customer for at least the next 12 months (preferable 18 months), and input that in the respective file/system designed for that purpose.
- Order Entry: Receive and communicate with customer about new orders, validate with Sales the price and conditions, validate with Engineering the part specifications components, entry the Sales Order into the Fluiconnecto ERP system.
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Order Entry: Review and validate on a daily basis, the orders electronically transmitted EDI by the customers.
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Validate customers are entering orders within agreed lead-time, solve the deviations with the customers and communicate accordingly the expedites requests through the organization. Keep dates updated.
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Gather, enter into the ERP system and communicate downstream, specific customer requirements such as but not limited to, shipping instructions, PPAP requirements, special labeling needs, etc.
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Proactively communicate with customers the estimated delivery dates, acknowledgment of the orders, and any other situation regarding the delivery of the parts
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Be the liaison between Finance and the Customer for accounts receivables, past dues follow ups and credit notes request investigation.
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Answer any other customer requests within the scalation timings agreed.
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Respond to customer inquiries which may include following up on orders, responding to complaints, or providing technical support.
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Support all customer quotes as required.
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Develop a collaborative network relationship with Sales, Production Operation, Warehouse, QA, Finance, Engineering and the other groups inside Supply Chain to efficiently and accurate execute the tasks.
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Escalate issues/stoppers according to the escalation process, communicate them in the Tier meetings, document the action plans and track the resolution. Keep ERP system updated.
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Keep updated procedures and work instructions about how to execute each task.
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Track the KPI's related to this role in the Organization Scorecard. Make the investigations of the deviations (using 3-whys, four quadrants, etc.) and present the outcomes during the Monthly Department Results Review
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Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Note: The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties as assigned by their Supervisor/Manager.
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Educational
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High School Diploma or higher
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Experience
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3 - 5 yrs. of experience Customer Service managing daily customers relationship or an equivalent combination of work-related experience and education.
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2-4 yrs. of experience working in a high demand, solutions driven environment
- Background in labor and equipment capacity planning, preferred.
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Skills
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Proficient skills in Microsoft Office, emphasis on Excel and PowerPoint
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Advanced communication skills, verbal and written.
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Ability to develop strong working relationships.
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Excellent organizational and planning skills
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Ability to work effectively as part of a team.
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Ability to multi-task and manage competing deadlines.
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Follow Safety standards and comply with procedures, rules, and regulations.
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Keep a clean and safe working environment and optimize space utilization.
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Participate in the Total Continuous Improvement program.
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Attend all employee Safety Meetings
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Use prescribed Personal Protective Equipment
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Observe restricted areas and all warning signs.
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The 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.
Work environment varies depending on job function, site and activity. This role will generally be exposed to indoor office working conditions. Adequate lighting and ventilation exist in all areas of the facility.
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The 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.
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The employee must occasionally lift and/or move up to twenty-five pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Regularly required to sit, stand and walk throughout the day. Required to use hands to manage or feel. Required to hear, listen and communicate with others in an office environment.