Customer Service Representative - Level 1

Responsibilities:

Responsible for the order entry and processing of distribution and production purchase orders,communicating regularly with customer service colleagues, procurement, engineering,warehouse personnel, accounting and outside sales representatives to assure customer requirements are met and adhere to Moltec’s ISO 9001:2008 standards for the Sales Processing Process.

Responsibilities – Order entry and processing of distribution and production orders:

• Accurately manages the entering and processing of customers’ purchase orders according to specified customer requirements.
• Prioritizes the time of entry for purchase orders to meet customer requirements and delivery schedules specified.
• Ensures the customers’ purchase orders are confirmed and acknowledged daily,accurately and according to the sales processing process.
• Some communication required with customers using alternate forms such as email or phone.
• Manages entry of sample requests from CSR’s, outsides sales reps and customers and ensures they are processed accurately and according to special instructions provided.
• Effectively communicates discrepancies, revisions and status of customer purchase orders to fellow CSR’s so they in turn relay this information to the customer.
• Ensures that all revision level of linked production drawings matches with revision indicated on purchase order and communicates discrepancies or missing information directly to engineering. Follows up with engineering on drawing linkage and communicates any delays to production and customer service.
• Communicates directly with warehouse personnel to assure product availability and inventory accuracy.
• Effectively assists the order entry coordinator to manage customer expedite requests including communication to procurement and following up until product has been shipped according to customers’ requirements.
• Assists the order entry coordinator with communicating with the accounting department to ensure customer accounts are in good standing and relays credit issues to customer service representatives as needed.
• Consistently adheres to the sales processing procedures, work instructions and reference documents outlined by ISO 9001:2008 standards.
• Supports the customer service supervisor in assuring key performance indicators for the sales processing process are met and consistently achieves targets specified.

Responsibilities – Maintenance of open sales orders (Distribution and Production)

• Tracks, analyzes and consistently maintains the open sales orders for distribution and production.
• Assists with the development and implementation of a more efficient tracking system for open sales orders.
• Directly communicates purchase orders status to the customer service department,production department and the VP of Operations (including production delays,manufacturer and supplier updates and generates and updates order acknowledgements for customers’ purchase orders).
• Ensures all information regarding the open sales orders and Syspro database is accurate,up to date and efficiently communicated to the customer service department, production department, and VP of Operations.
• Works closely with the procurement department to guarantee customer requirements are met.

Responsibilities - Overall

• Accuracy, attention to detail, multitasking and consistency are required to assure customers’ purchase orders are inputted correctly.
• Provides constant and timely communication regarding customers’ purchase order changes with special emphasis on revised delivery dates, expedites and revisions to the customer service department.
• Works hard and diligently to adhere to all performance metrics.
• Adheres to all company policies, procedures and business ethic codes.

RELATIONSHIPS AND ROLES

Internal / External Cooperation:

• Communicates effectively and in an ongoing manner with all relevant internal parties,including, but not limited to the customer service department, procurement department,accounting department, engineering department, warehouse personnel and VP of Operations.
• Supports the customer service team to achieve all sales processing targets and KPI’s andmaintains customer satisfaction.
• Demonstrates ability to interact and cooperate with all company employees.

Job Specifications:

• High School Diploma.
• 3-4 years of customer service experience would be an asset
• Data entry experience. (An efficient combination of speed and accuracy)
• Dependable and punctual with an excellent attendance record.
• Excellent verbal & written communication skills.
• Ability to work well under pressure, multitask and meet deadlines.
• Must possess strong time management and organizational skills with great attention to
detail.
• Working knowledge of the internet, websites and email usage.
• Computer literate and proficient with Microsoft Office.


Apply to : aolivares@mtgmoltec.com