Customer Service Specialist

Description

Responsible for acting (in coordination with Sales) as the central point of contact for Customers to manage order activities; ensure Customer satisfaction; and assist to achieve Company’s key performance targets.

• Create and maintain the Customer database with all Customer information including: Account number, Billing and Shipping addresses, Contacts, Representatives (Sales, Customer Service, Planning), Financial information, Shipping Manifests, Industry Classifications, Customer Specific Quality and any other requirements per EUP instructions
• Act as the main point of contact for assigned Customers regarding requests for schedule, quantity or engineering changes; quality issues relating to products; or shipping details/tracking. Work with Sales, Engineering, Production, Quality and Shipping to provide responses and updates
• Enter and maintain the Customer’s purchase orders to ensure the Customer’s requirements are accurately entered into the system for further processing by Engineering, Production, Quality, Shipping and Accounting processes
• File and maintain both physical and electronic records related to Customer quotes, applications, orders, and RMAs 
• Support coordination of activities between Sales, Quotations, Engineering, Production, Quality, and Accounting for the benefit of Prospective and current Customers
• Utilize the Case Management system by following EUP instructions to record and process Customer returns or complaints
• Communicate with customers regarding RMA approvals, denials, and any additional information required
• Manage the Customer Order entry for replacement parts on approved and completed RMAs
• Document responses to Customer to ensure that: 1) an inquiry is answered or issue resolved; 2) the length of time involved is timely; and 3) the Customer is satisfied
• Proactively work to prevent or resolve potential issues by monitoring Customer activities and seek resolution with Manager
• Cultivate strong relationships with assigned Customers to ensure high levels of satisfaction
• Actively work with Customers to promote additional sales opportunities
• Answer phones and greet visitor in a professional and efficient manner that promotes the company
• Maintain appropriate confidentiality in regards to Customers, accounts and internal processes
• Ensure on a daily basis that workstation area is clean and orderly
• Use office equipment including but not limited to: copier, scanner, computer, printers, and telephone/paging system
• May assist in forecasting demand and adjusting orders accordingly

May be required to follow other job-related instructions and duties as requested, subject to applicable state and federal laws.

Requirements

• Minimum 2 years in Sales/Customer Service environment preferably within a manufacturing company
• Strong organizational and problems solving skills both individually and as part of a team
• Ability to prioritize in fast paced environment – multitasker with high level of accuracy and attention to detail
• Detail-oriented with mathematical aptitude
• High level of customer focus with ability to maintain a positive attitude
• Fully proficient in MS Office applications (Outlook, Excel, and Word) and able to perform tasks within company’s ERP system (Epicor preferred)

Preferred Qualifications: 

• Knowledgeable in the use of various ERP systems including database management systems
• Bilingual in Spanish – written and spoken

Physical Requirements: 

• Ability to communicate with others
• Accommodation as required for reading documents, prints, and computer screens

Working Conditions: 

Typical metal manufacturing environment with exposure to powder coat paint facility. Sedentary work that primarily involves sitting/standing, filing and computer skills.

Benefits Programs

· Group Medical, Dental and Vision insurance available at 31st day of full-time employment. 

· Company-provided Term Life Insurance on the 1st of the month following or coinciding 90 days of employment.

· Participation in our 401(k) program on the 1st of the month following or coinciding 30 days if employment, which includes fully vested company matching.

· Short and Long Term Disability program after 1st year of employment.

Paid Time Off 

· Company Paid Holidays after 30 days employment.

· IL Paid Leave for All Workers Act (PLA)

· Vacation Time is based on employment anniversary and will be given per the following schedule: 

1 week after 6 months, 1 week after 1 year, 2 weeks after 2 years, 3 weeks after 5 years.