Job Description

The Customer Service Representative serves as the Customer’s champion throughout the organization and is responsible for providing Product, Process and Customer Service excellence on behalf of the Company. This position will serve as the primary link between our Customers and Specialty Films including Sales, Production Planning, Scheduling, Quality, Operations and Accounting.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS

Bachelor’s Degree in Business, Sales or Marketing desirable, with preference given to recent college graduates within the past 3 – 5 years, or non-degreed with Sales and Marketing professionals with 5 – 7 years of experience.
Preference will also be given to working knowledge and experience in technology and manufacturing industries.
Excellent time management skills and ability to effectively multitask.
Proficiency with personal computing software (i.e. MS Word, Excel, Outlook, MS Project, PowerPoint).
Effective verbal and written communication skills – English required.
An ability to “connect” with customers in a caring and conscientious manner.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Responsible for the entire Order Management process from acceptance of order to payment. These include:

a. Enter orders into Net Suite in a timely fashion.

b. Process orders, including data entry and maintenance, coordinate shipping with plant logistics.

c. Match orders to relevant quotes and drawings (solving any discrepancies)

d. Provide Operations with all necessary documentation and information.

e. Acknowledge orders.

f. Assist Operations and Schedulers to ensure Customer Orders are balanced with the capacity and capability of the plant.

g. Track outside subcontract items that could impact customer deliveries.

h. Inform customer of any delays or changes

i. Book over-seas shipping arrangements, coordinate shipping with plant logistics. Monitor orders through production and shipping processes to ensure on-time delivery.

j. Accept and process customer complaints, entering information into customer database, then steer complaint through organization for investigation, resolution and recommended restitution.

k. Analyze Order Input data, Forecasting Trends, Financial Data, Production Reports, Capacity Plans, and Expedited Order history data to proactively identify and resolve emerging or existing problems that may affect the Company’s production/delivery commitment to our customers.

(50%)

2. Fulfill Representative responsibilities for accounts including:

a. Serve as single point of contact for customers, responding to inquiries and complaints about service, product availability, quality of product, new product opportunities.

b. Monitor orders through production and shipping processes to ensure on-time delivery.

c. Actively serve as the Customer’s champion and advocate promoting customer service excellence in a manner that meets business objectives.

d. Manage customer’s expectations while balancing short and long-term manufacturing constraints including meeting delivery commitments.

e. Alert manufacturing to special or unusual customer orders or requirements. Provide accurate information and instructions through planning and scheduling.

(25%)

3. Manage, track, and assess metrics associated with the Company’s goals for exceeding customer expectations. They include:

a. Bookings and Billings

b. Open orders

c. Quotes

d. First time orders

e. Samples

f. Ship to request.

g. Ship to commit.

h. Lead time.

i. Others as necessary

(20%)

4. Proactively interface with Sales, Operations, Finance, Business Systems and Technology to ensure customer needs are met. Participate in cross-functional meetings and teams to develop process improvements. (5%)

Job Type: Full-time

Pay: $65,000.00 - $70,000.00 per year

Benefits: