Customer Service Representative

Job Summary

Provide support to customers and sales team via phone and email, act as liaison between customer and PAC for all customer requests and generate quotes and sales orders in a timely manner.

Essential Job Functions

• Interface with customers via telephone and email to respond to issues or questions regarding orders, shipments, and/or available lead times.

• Problem-Solve issues of customer concern through research of problem and direct interface with internal manufacturing personnel.

• Coordinate with Production Control Department for scheduling of orders.

• Manage the Work in Process (WIP) report daily.

• Trace, track and expedite customers' orders.

• Analyze customers Production Portals for min/max inventory and maintain as necessary.

• Interact with sales and technical personnel to ensure that customers' needs are being satisfied.

• Process appropriate paperwork related to the quote process to initiate pricing approvals.

• Manage Customer Service files (hard copy and soft copies).

• Manage all Parts and Material Quotes/Orders.

• Order entry via Oracle 11i.

• Review Terms and Conditions of purchase.

• Report new requirements and changes to requirements for customers promptly to management as related to orders.

• Responsible for being aware of ITAR restrictions and communicating ITAR requirements to necessary parties.

• Perform export screenings for international customers.

Other Job Duties

• Respond to customer requests for shipping documents and email as necessary.

• Initiate and coordinate teleconference calls with customers, Sales and Technical personnel for specific customer needs as requested.

• Performs other work-related duties as assigned.

Education/Experience/Skills Required

• Minimum of 3-5 years in a fast-paced sales support role.

• Minimum High School Diploma with experience, Associates Degree with experience Preferred.

• Strong written, verbal, analytical and interpersonal skills.

• Advanced computer proficiency in Excel.

• Proven ability to multi-task, organize, prioritize work, and meet deadlines.

• Quoting experience

Physical Requirements

• Minimal bending, kneeling, stooping, crouching, twisting, standing, reaching above shoulder level.

• Occasional lifting up to 40 pounds.

• Repetitive use of hands and wrists for keyboard work.

Training Requirements

• Training to applicable procedures that relate to area of responsibility.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to successfully perform the essential functions of the position.