Customer Service

General Description:Under the general supervision of the Department Supervisor, the Customer Service Representative (CSR) initiates, coordinates, and maintains a flow of materials andinformation to various accounts to ensure the highest levels of customer service.Specific Functions, Activities and Responsibilities (Not limited to the following)To ensure ultimate customer satisfaction, communicate customer needs to whatever level of the internal organization necessary - purchasing, fabrication, assembly, planning,traffic, distribution, quality.Expedite and procure work in progress material to enable visibility for satisfying customer demand.Coordinate the review of customer incoming orders in terms of pricing, specifications, account status, shipping requirements, and product availability and ultimately the entry of appropriate orders. The order review is to be in accordance with current quality management system.Order coordination required for branch business in the areas of specifications, product availability, shipping commitments and order entry functions. Every attempt is made to accommodate ultimate branch customer needs.Continually review and update supply functions with revised customer demand changes and coordinate new promise dates.Maximize delivery date integrity on all orders through internal and external communication on schedule dates of the factory work order or purchase order.Generate simple internal quotes for intercompany and external customers.Instruct, assist and train others in the organization as necessary.Liaise with Quality Department on RMA and AQR’s.Maintain record of all orders & contracts pertaining to the Customer Service Representative accounts, meeting current guidelines.Potential Field Location Responsibility

Communicate to the planning personnel of any urgent matter or issues regarding customer orders; expediting when needed, salesorders to ship to the customer as per their request, obtaining information from the planners, master schedulers, and production plant.

Potential Field Location Responsibility

In collaboration with the group leader, use pricing tools (pricing policy) to set prices for products—specifically assemblies and components in the proposal stage—that fall outside global price lists (PriceFx).

Potential Field Location Responsibility

Process invoicing for completed customer orders according to established departmental guidelines and procedures. Analyze and interpret data to ensure all customer requirements are met. Assist finance department with collections of past due invoices.

Perform additional duties as assigned.