Job Title: Customer Service Representative
Reports To: Customer Service Supervisor
FLSA Status: Non-Exempt
Department: Customer Service
Provides a centralized focal point and single point of contact for customers, suppliers and company sales/onsite personnel by performing all tasks and activities related to customer service, sales support, order processing, inventory management, material resource planning and component part acquisition, work order initiation, production scheduling, warehousing, and distribution to enhance overall customer satisfaction levels by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
Establishes and maintains positive and ethical relations with customers and suppliers on behalf of the company.
Leverages ERP System capabilities within the Sales Order, Purchase Order, Manufacturing and Inventory Management modules to efficiently process those transactions related to procurement, order processing, inventory management, initial production scheduling, costing and pricing in a timely and accurate manner.
Enters Sales Orders, Purchase Orders and Work Orders immediately to reflect and record real-world events, ensuring 100% accurate in regard to customer, supplier, quantity, sell, cost, item, date, warehouse and delivery expectations.
Sets up and maintains inventory items in the ERP System according to established procedures and periodically updates information to maintain constant accuracy and financial integrity at the item, warehouse, customer and vendor level, including but not limited to Status, Cost, Sell, Class, SPL, PPL, Replenishment Method, MinMax, etc.
Requisitions materials and services as needed to support operational needs and just in time philosophy.
Helps ensure that acquisition costs are competitive, fair and support overall profitability goals and objectives.
Expedites as needed to facilitate on-time delivery of inbound materials in support of operational business needs and forecasts.
Works with Customer Service Supervisor and Manager and other Company Management to establish, manage and maintain inventory levels that are consistent with defined quote parameters, historical sales performance, and future forecasts using established replenishment procedures e.g. MinMax to satisfy both operational objectives and financial targets.*
Maintains and updates items, purchase orders, sales orders, work orders, etc. to ensure ERP System integrity and accuracy, avoiding discrepancies.*
Stays up to date on ISO Operating Procedures and Work Instructions, ERP System capabilities and established work practices as relate to SO, PO and IM by using utilizing Sage University Online, MAS500 Online Help System, and User Guides to efficiently and effectively record transactions and complete work assignments*
Researches and resolves any and all questions or issues that might affect our ability to manufacture or deliver product as promised by constantly monitoring in-stock position, expediting inbound orders, re-prioritizing workload and (if required) working with customers to re-schedule orders.*
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Associate's degree from accredited two-year college or university; and one to three years related experience and/or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
To perform this job successfully, an individual should have a working knowledge of Microsoft Office including Outlook, Internet Explorer, Excel, PowerPoint, Word and Access; proficiency in MAS500 or similar ERP System, especially in regard to Inventory Management, Sales Order, Purchase Order and Work Order processing.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee must occasionally lift and/or move up to 35 pounds.
Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit for extended periods. The employee is occasionally required to go out on the production floor / warehouse.
The noise level in the work environment is usually moderate.