Customer Service Representative

Primary Function: Operate in a fast-paced team environment to ensure that the company meets and exceeds customer requirements
for timely delivery of the highest quality products and services.

Essential Duties and Responsibilities:
• Manage customer order requirements from receipt of order through shipment.
• Receive orders for products from customers and verify prices, specifications, and terms are correct.
• Request ETA of components if any are customer supplied.
• Contact the customer if clarification is needed on the purchase order.
• Processes customer orders by reviewing data for deficiencies (i.e., specifications, pricing, ship method, etc.).
• Enter sales order into MRP.
• Enter the work order and verify raw material availability.
• Blanket order and Kanban, order maintenance.
• Maintain open order reports for selected customers.
• Maintain specialty R&D orders for engineering.
• Confirm the order with the customer.
• Track order status and communicate any changes/status updates to the customer.
• Respond to customer inquiries in a manner that is timely, complete, and meets the customer’s expectations.
• Answer telephones and handle high-volume email correspondence.
• Handle customer complaints by entering them into CEBOS, corresponding with the customer as needed, and ensuring credits are completed in QAD.
• Submit new or revised specifications to the appropriate team members for review and approval.
• Manages any SNC or Kanban to ensure orders ship and are entered to meet requirements.
• Support the sales team with tasks such as (but not limited to) researching past orders, compiling data, etc.
• Track and report all past-due orders for a matrix.

Additional Duties and Responsibilities:
• Comply with all related company ISO requirements.
• Comply with all safety regulations and apply good judgment in safely performing all tasks.
• Communicate with the customer service manager on all appropriate concerns related to meeting objectives, working conditions, safety, and interpersonal conflicts.
• Other duties as assigned.

Supervisory Responsibilities: None.

Qualifications:
• The ability to perform all duties and responsibilities satisfactorily.
• The perception is that customer satisfaction is the #1 priority with an excellent disposition in all personal interactions.
• Advanced working knowledge of personal computers and experience in their use in business applications.
• Ability to read, comprehend, and interpret directions, instructions, customer specifications, purchase orders, production
documentation, quality system procedures, correspondence and memos, data sheets, brochures, safety rules, operating and
maintenance instructions, procedure manuals, and MSDS sheets.
• Ability to create customer correspondence, routine reports, and other correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers and other employees of the
organization.
• Ability to apply problem-solving techniques in situations involving numerous variables.

Education and/or Experience: Associate’s degree or high school diploma and/or 1-3 years of related experience.

Mathematical Skills: Ability to apply concepts such as fractions, percentages, ratios, and proportions

Language/Communication Skills:
• Ability to read and interpret documents including safety rules, operational instructions, procedure manuals, and MSDS sheets.
• Ability to write routine reports.

Computer Skills: Must be proficient in using system programs such as Microsoft Word, Excel, and Outlook.

Other Required Ability: Must have good reasoning ability as described below.
• Ability to apply common sense to carry instructions in written, oral, or diagram form.
• Ability to deal with problems involving several variables in standardized situations.

Certificates, Licenses, and/or Registrations: None.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with
disabilities to perform essential functions.
• Ability to frequently lift and/or move up to 10 pounds.
• Ability to work in an office environment and utilize business computers and supporting office equipment.
• Ability to sit or stand for 4 hours at a time.

Work Environment: The work environment characteristics described here are representative of those an employee would encounter
while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with
disabilities to perform essential functions.
• Normal exposure to moderate noise levels.
• General office Environment.

Travel Expectations: Little to no travel is needed for this role with the exception of training opportunities and/or possible trade show
participation.

Telework Conditions: All remote work needs to be pre-approved on a case-by-case basis based on time in position, length of request,
and performance in the role. It is to be the exception as a rule; the position is in office.

Pathogen Exposure Risk: Very Low.