What is the objective of the Customer Service Representative role at Sur-Seal?
The Customer Service Representative will work cross-functionally within the company to manage and develop all aspects of the assigned customer accounts while delivering excellent customer satisfaction.
Who is the ideal candidate?
The Customer Service Representative must be a highly driven, customer- focused professional, with excellent communication skills. This individual will also be a consummate team player and collaborator, working cross-functionally throughout the organization to problem solve unique customer situations as they arise. The ideal candidate will also be very organized and detail-oriented with the ability to remain calm under pressure.
Essential Accountabilities of the Customer Service Representative:
- Reviewing and managing customer orders.
- Acknowledging customer orders within 24 hours of receipt of PO.
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Leading/Maintaining customer communication on a regular basis (emails, phone calls, meetings)
- Committing to specific ship dates to our customers through a decision process that includes the following factors: inventory level, revision level, stocked/non-stocked, raw material availability, available production capacity, etc.
- Leading cross-functional discussions when acknowledged order date is beyond customer requirement.
- Communicating customer part obsolescence internally and coordinating actions to recoup as much potential loss as possible.
- Reviewing daily shortfall report, communicating internally and working with customers regarding possible changes to delivery date.
- Prioritizing production backlog for top customers.
- Managing customer expedites with production/purchasing and communicating status to customer. Analyzing and making decisions on options with consideration to cost, lead time, risk to other customers, etc.
- Investigating discrepancies with 3PL and internal processes to maintain inventory accuracy.
- Following up with customer regarding on-hold orders so revenue can be realized.
- Leading communication of quality issues, ensuring resolution to the customer.
- Identifying and improving Customer Service processes.
- Partnering with Mexico Customer Service Representative to coordinate and expedite U.S. shipments not from 3PL warehouse
- Developing and maintaining relationships with customers that facilitates open dialogue on Sur-Seal perception and performance.
- Visit customer site as needed to develop and grow relationships.
- Leading cross-functional teams to solve business issues directly affecting customers.
- Ensuring customer account data is accurate and current.
Competencies, Skills and Experience
- 3-5 years of related customer service experience in manufacturing, required
- 3-5 years experience utilizing an ERP system, required (Epicor experience a plus), required
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Experience working with EDI/Order Automation, preferred
- Bachelor’s Degree in business administration, preferred
- Business to business experience, preferred
- Experience with high volume/SKUs, preferred
- Exhibits ability to be proactive and to multi-task
- Demonstrates a high degree of professionalism in written and oral communication skills
- Demonstrates analytic and problem-solving abilities
The Compensation package for the Customer Service Representative includes:
- Competitive base salary with variable compensation components
- Health, dental, and vision insurance
- Company match program into employee’s 401k accounts
EEO STATEMENT
Sur-Seal is an equal opportunity employer, and we value diversity. All employment is decided based on qualifications, merit, and business need.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
If this opportunity excites you, please logon to our website to apply at www.sur-seal.com/careers
Sur-Seal reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.
