Customer Service Representative

Customer Service RepresentativeThe primary function of the CSA position is to provide outstanding customer service and total customer satisfaction to existing and potential customers while operating within established procedures.Tasks & Responsibilities:Develop and maintain strong customer relations by being the primary contact for inquiriesProvide information (pricing for existing demand, inventory availability, order status, etc) and handle customer requests in an accurate and timely mannerNew customer account management including customer set-up, and credit informationProvides pricing quotations for existing customer demand, entering information into C4C for Sales Engineers follow-upPlace PO's to vendors for non-inventory itemsWarehouse order fulfillment support as necessaryDevelops relationships and customer mapping for assigned customers as it relates to counterparts at the customers, and updates activities in C4C; including documentation of key information about the customer accountCustomer order management including processing of quotes for price updates, contract review, order entry, order status, inventory stock review, purchasing practices, and on-time deliveryMonitor customer orders: Minimum order and line values, profitability, and costsProcess customer complaints and assist with investigation and corrective actionsCommunicate and coordinate customer requirements throughout the supply chain in coordination with the Operations Process Manager.Communicate, coordinate, and support the Sales Engineers and Application Engineers with customer service related projectsJoint sales visits to customers with Sales EngineersAttend additional training as neededEducation and Experience:Required:Bachelors degree in business administration, supply chain, engineering, information systems or related discipline required or equivalent combination of education, training, and experienceKnowledge of basic business sales and marketing practicesCustomer service experienceDemonstrated capability of overcoming challenges and delivering resultsPreferred:ERP experience, with JDE Experience a plusTechnical Degree (Engineering or the Sciences)Knowledge of rubber/plastic products is helpfulFamiliarity with ISO quality requirements is helpfulFamiliarity with technical prints is helpfulCompetencies:Commitment to delivering high-quality workDesire to learn and grow within a dynamic environmentStrong written and verbal communication skillsStrong people and relationship building skillsCustomer driven with a positive, professional, can-do attitudeStrong organizational skills with the ability to multi-task with attention to detail and accuracyStrong analytical, decision making and problem solving skillsBasic math skills (addition, subtraction, margin calculations)Knowledgeable with regards to basic business sales and marketingProficient in the use of Microsoft Word and ExcelProficiency in the use of business operational software (Oracle JDE, SAP) is beneficialMust exhibit strong proficiency in data entry.Must be able to interact cordially and productively with co-workers in a team environment and establish relationships with individuals at all levels of the companyMust have excellent telephone etiquette, verbal and written communication skillsAbility to handle multiple tasks effectively and efficientlyAbility to work under pressure and to prioritizeMust be able to make independent judgment decisions with minimal supervisionMust be comfortable using simple math to calculate time, cost and freight chargesOther duties as assignedTravel:Limited travel requirements will be 5% of the time per year.Travel may be required internationally, candidate must be able to travel outside of the US or Canada without restrictions.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.