Customer Service Representative Job Opening

Classification
Non-Exempt

Reports to
Customer Service Manager

Summary/Objective
The Customer Service Representative is responsible for providing first-class service and support to a defined customer base, as well as internal team members as it relates to the overall customer satisfaction goal.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Enters customer orders into SAP within 2 hours of receipt.
• Confirms order information after checking availability and processing details with appropriate internal departments/resources within 24 hours.
• Updates and maintains customer data in SAP to ensure accuracy at all times.
• Responsible for ensuring customer orders are added to production schedule, and work together with planning and production team to resolve issues, renegotiate and reset customer expectations as needed.
• Facilitates timely processing of sample orders according to predetermined lead and delivery times, optimal sample numbers and cost-benefit-ratio in collaboration with Key Account Managers.
• Implements prompt, timely quotation preparation using SAP and considering the predetermined pricing process based on the minimum order quantity, block pricing, extra packaging costs, etc. Ensures constant optimization of terms of payment and delivery conditions.
• Implements project processing including sampling and quotation preparation.
• Monitors contracts, prices, order quantities, batch sizes, delivery packaging and payment as well as implements other agreements in accordance with senior management expectations.
• Monitors customer complaints in accordance with Sales and Production. Communicates with customers and conducts appropriate root cause analysis and corrective actions in accordance with the senior management and Sales.
• Assists in organizing and preparing internal and external customer visits in accordance with the participating departments (Sales, D&A, samples lab).
• Assists in planning product lines as well as in pricing and condition planning together with Sales.
• Participates in the optimization of course of actions and processes in accordance with senior management.

Competencies

• Detail Oriented
• Initiative
• Communication Proficiency
• Organizational Skills

Supervisory Responsibility
None

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work
This is a full-time position with regular office hours of 8:00 a.m. to 5:00 p.m. Hours may vary on occasion depending on work load.

Travel
Less than 10%

Required Qualifications

• Associate's degree or equivalent work experience
• Proficient in all Microsoft Office applications

Preferred Qualifications

• Bachelor’s degree
• SAP experience

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.