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Position Title: Technical Customer Service Representative
Reports To: Director of Sales
Department: Oceanside - Sales and Customer Service
Position Summary:
Provide a wide variety of technical and administrative support services for the Sales and Customer Service department. Serve as a point of contact, via phone and e-mail, to interface effectively with customers to facilitate inquiries, requests, and to manage accounts. Respond to customer requests for information, status reports and diverse issues and inquiries. Work directly with production control, facilitate and maintain contracts, and process extended agreements. Position has established working hours of 7:00 a.m. until 3:30 p.m.
Position Duties and Responsibilities:
1. Data entry of new orders, and order changes in ERP software. Generate and distribute customer acknowledgements. Maintain customer job files.
2. Screen calls on customer service line for product requests that are within production capability standards.
3. Apply knowledge of the organization, products and related services and policies to provide a variety of customer services through mail, telephone and personal contacts.
4. Resolve customer questions, complaints and requests frequently involving some policy interpretation.
5. Interface regularly with production control to coordinate schedule changes. Compare weekly customer reports to current system orders to determine required changes to system.
6. Coordinate projects, prepare and disseminate information on a daily basis to customers and company personnel.
7. Provide administrative support to the organization's Sales and Customer Service Department. Maintain contracts and process extended agreements
Position Requirements
Education: High school diploma or equivalent. Some college coursework is preferred. An AA or AS or BS/BA degree is a plus, but not required.
Experience: Three (3) or more years' customer service and/or administrative experience, preferably in a manufacturing environment. Experience with precision machining of medical and/or metal products is a plus. Technical skills and a mechanical aptitude is required. Ability to read and understand blueprints, specifications, contracts, and related documents is a plus.
Knowledge: Knowledge of effective customer support and customer service delivery and support systems is essential. Knowledge of effective customer service techniques, methods, and responses is required.
Skills: Exceptional customer services skills that include the ability to articulate, facilitate and manage customer requests for information or quotes/orders, and other information inquiries in writing and over the telephone. Excellent verbal, written, and listening communication skills. Effective organization and follow up skills are required. Must be resourceful and able to work effectively, both independently and as a member of a team. Must be comfortable working in a production-oriented environment, traveling throughout the plant to perform job duties.
Abilities: Ability to operate a computer workstation and knowledge of related software (MS Word, Excel, Outlook). Experience with ERP systems is preferred, but is not required. Ability to composed professional e-mail and other written responses, to generate reports, and to provide status updates. Ability to establish and maintain effective working relationships and interfaces with employees at all levels of the organization, customers, and vendors. Ability to work with details and manage diverse tasks and customers in a multi-faceted and dynamic environment. Ability to organize and prioritize tasks and make sound decisions, while working with frequently changing priorities and deadlines.
[APPLY] for this career opportunity in confidence. Please provide your cover letter and attach your resume.
We observe the provisions of the Drug Free Workplace Act and are an Equal Opportunity Employer M/F/D/V.
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