Provide front line support for customer order entry, order expedites, quoting, returns, price/availability, manage special promotions, billing inquiries/issues, service requests, suggestions & complaints.
Provide new and existing customers with the best possible service in relation to billing inquiries, service requests, and directs customer to resolution of issue.
Resolves customer inquiries and complaints fairly & effectively & provides timely responses to customer inquiries via fax, phone, email, etc. and maintaining metrics goals.
Resolves more complex complaints escalated by customer/sales force.
Setup Customer Accounts (CRM and SAP), this includes working with other segments to make sure we are setup for reporting and function related to customer needs.
Examine documents (PO, drawings, specifications, etc.) working closely various departs to enter material is flowing through processes.
Enter orders in SAP, attached documents and send acknowledgments
Respond to customer requests via phone or email
Maintain customer web-based interfaces i.e., portals (order retrieval, acknowledgments, uploading invoices, create ASNs and labels)
Maintain scheduling agreements &/or Qty contracts
Work with accounting to resolve receivable issues
Entry and track of customer complaints
Overall Support for Sales &/or Plant Stocking Agreements, subject to certain facilities
Consignment Agreements, subject to certain facilities
KANBAN

HS Diploma required and 4 yr secondary degree preferred
1-3 years of relevant work experience required
Excellent Customer Service focus and ability to remain productive under pressure.
Strong computer skills; Microsoft Suite of products.
Strong written and oral communication skills.
SAP experience preferred.
Driver’s License necessary due to potential travel to customer site.
Legal authorization to work in the US

Customer Service Representative – Manufacturing

Key skills