Manufacturing - Customer Service Representative (8)

Buena Park, CA

OUR COMPANY IS CURRENTLY BASED IN BUENA PARK, CA BUT WE WILL BE RELOCATING TO MORENO VALLEY,CA END OF 2018; DETAILS WILL BE GIVEN DURING THE INTERVIEW PROCESS ON RELOCATION.

 

Job Purpose:

Serves as a direct liaison between customers, sales and all company departments ensuring timely and accurate processing of orders. Provides world class service to customers with resolving inquires or problems.


Key Responsibilities

  • Input customers’ orders into SAP R3 for all accounts under assigned sales region.
  • Create, review, and provide sales order confirmations to customers/sales as required.
  • Creates purchase contracts for qualifying orders requesting import product, sends to Mill & Import for processing and proactively works with said departments.
  • Pricing management & SAP implementation.
  • Processes all sample requests from company departments via fed ex or LTL ensuring the most cost effective method is utilized.
  • Compile daily/weekly reports for internal and external parties as required.
  • Capture customer PO fill rate as part of order management.
  • Suggests product substitutions as needed for orders based on product knowledge.  
  • Participate in daily/weekly conf. calls & meetings as required.
  • Proactively works with logistics/Import, warehouse, accounting, PPIC and Sales team to ensure customers’ orders are processed accordingly.
  • Responds to customer inquiries and requests, trouble shoots problems and recommends remedial actions.
  • Helps investigate all customer payment deductions and collaborates with respective departments for root cause and resolution.
  • Primary contact for all customer nonconformance product claims, collaborates with QA & Sales for customer resolution as required.
  • Manages Purchase order ship point to ensure most cost effective shipping method is used by way of collaborating with transportation department for rate analysis prior to shipping.
  • Helps to communicate customer PO product needs to PPIC and collaborates with to ensure product needs are provided in a timely manner and allow on time delivery/fill rate.
  • Effectively manages available inventory toward customer PO’s by way of prioritizing destinations, quantity required, transit times and ETA’s with a focus to fill all customers’ needs respectively, coordinates allocation with sales as needed
  • Able to work effectively both individually and in a team approach environment.
  • Will help train/cross train and overall support the extended CS team.
  • Performs other duties as assigned

 

Working Relations:

Internal

Logistics/Distribution – ensure timely shipping & delivery of orders

Production /Inventory – ensure products are available for orders

Sales Team & Brokers – provide support with customers

Accounting – ensure customers are invoiced accurately & credits are issued accordingly

Trade Marketing – ensure off invoice pricing is implemented correctly.

Customer Service – Will support and assist overall CS team in all areas

 

External

Customers – Provide full support in all aspects & all inquiries

 


Job Requirements

Education and Experience Background

  • High School Diploma required. 
  • College course work and/or comparable work experience in customer service representative related field: 3 years min. manufacturing industry required and 3 years account management/ experience preferred.

Skills and Knowledge

  • Must work well within team framework
  • Detail oriented and quality focused
  • Effective written & oral communication skills, establishes positive working relationships.
  • Must be dependable and punctual.
  • Experience with Microsoft Office programs
  • SAP R3 experience preferred
  • Structures tasks and prioritizes work assignments to meet deadlines and accomplish departmental goals.
  • Sales Force experience preferred

Essential Functions of the Job

Must be able to perform general office functions, operate a computer, lift up to 20 pounds, and communicate effectively with internal and external constituencies