Customer Service Representative

Job Purpose

Reports to the Materials, Logistics, & Customer Service Team Lead.  Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of MRP system, customer requirements, and partnering with the sales team to provide customers with help to develop the process flow related to customer’s needs.  Will collaborate closely with the Shipping, Production, Sales/Customer Service, and Purchasing personnel. 

Job Duties and Responsibilities

Responsibilities / Duties to include but not limited to the following:

• Responsible for timely and accurate information regarding incoming customer order status and requests.
• Process customer orders/changes according to established department policies and procedures.
• Initiate and respond to telephone calls, e-mails, and other correspondence regarding expediting orders and/or providing lead time information.
• Order entry; daily input of customer orders.  Provide order acknowledgements to customer base.
• Telephone, e-mail and other contact with customer bases to enter orders, expedite orders, check outstanding order status, etc. for customer inquiries.
• Position must always deal calmly and professionally with customers.
• Identifies delivery problems and proactively consults with proper company personnel and then provides best resolution for our customers.
• Maintains skills and knowledge on customer and/or company order entry methods.
• Conducts routine maintenance and reviews of customers’ websites and their requirements.
• Learns all product lines to the degree required to competently interact with both internal and external customers, recognizing primary responsibility may be directed toward one product line or one customer base.
• Establishes and maintains professional business relationships with Sales team and managers, accounting, shipping, and manufacturing to ensure proper expediting and order processing.
• Participating in training required to keep up to date on new parts, customer requirements, standards, etc.
• Notifies facility if special labeling is required for shipment and in some instances supplies to the shipping department. 
• Process orders through MRP system
• Provide reports and data information using MRP or Microsoft Office Software
• Generates correspondence for additional customer information to resolve customer disputes.
• Maintain detailed files for documentation
• Conference with production, shipping, warehouse, or carrier vendors to expedite or trace missing or delayed shipments.
• Recommend measures for and participate in continual improvement of quality methods, shipping methods, inventory management, etc. 
• React and follow through with all customer issues, including quality issues, to ensure that no defective products are shipped to customers.
• Other duties as assigned or needed.

Education and Qualifications

• 3-5 years of experience managing customer accounts, providing customer service, and supporting customer relationships in a manufacturing environment. Associate's degree preferred, or 4-5 years of relevant customer service, account management, or manufacturing customer support experience will be considered
• Proficient computer skills with ERP/MRP applications (SAP strongly preferred) and Microsoft Office Applications
• Ability to work in a team environment and independently
• Courteous, clear, and professional manners in dealing with the Company’s customer base.
• Excellent organizational and communication skills – written and oral
• Strong team building and people skills include the ability to resolve conflicting interests and obtain cooperation.
• Excellent computer skills with proficiency in MS office
• A proven track record of cross-functional interaction
• Demonstrated success in problem solving
• Must possess strong analytical skills in forecasting and anticipating production needs and capabilities
• Ability to solve practical problems and deal with a variety of changing situations under stress
• Knowledge of MRP system operation and management including computer literacy applied to scheduling and data management
• Automotive manufacturing experience preferred
• Must be able to prioritize multiple tasks and manage time efficiently.  Must have the ability to effectively manage multiple complex tasks simultaneously, planning and scheduling work and activities to routinely meet cost and schedule parameters.
• Knowledge of the principles and techniques of Lean including but not limited to value stream mapping, voice of the customer, kaizen leadership, continuous flow, and 5S. 
• Ability to learn new concepts and effectively pass this knowledge on to others through training or the design of practical experience and exercises.
• Demonstrated ability to drive work and achieve results. 
• Must possess a detail orientation, be able to work effectively as an individual contributor and possess solid interpersonal relationship and communication skills

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.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the essential duties of this job, employee is required to use hands to type and write; use hands to finger, handle or feel; and is frequently required to reach with hands and arms.  Employees must be able to sit, stand, and walk for extended periods of time; must be able to talk and hear well enough to effectively communicate with others.  The employee is occasionally required to sit, climb or balance; stoop, kneel, crouch or crawl; and talk and hear.  The employee must lift and/or move up to 50 pounds.

Special vision requirements necessary to effectively perform the essential duties of this job include close vision and ability to see detail, adjust focus, and look at a computer screen for extended periods of time.