JOB SUMMARY:

We are seeking a dedicated and customer-focused Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional service to our clients, addressing their inquiries, and ensuring a seamless customer experience. The Customer Service Specialist will work with internal and external customers to coordinate, manage, mediate, and negotiate any item or activity such as price, delivery, quality, and responsiveness. To maximize customer satisfaction this job requires timely and accurate responses to requests for quotes, material planning, order entry, engineering holds, order changes, schedule sharing, order status, requests for Return Material Authorizations (RMA), and resolution of shipping and accounting issues. This position requires continuous improvement in cycle time for customer communications to maintain the highest level of customer satisfaction.

MINIMUM JOB QUALIFICATIONS:

• Minimum of 2 years of Manufacturing or Printed Circuit Board (PCB) experience is required.
• MRP and CRM experience

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Must have above average computer skills and be highly proficient in Excel and Office 365, CRM, ERP, and other business systems software.
• Effective communication and interpersonal skills
• Ability to work independently as well as part of a team is essential.
• Must be able to quickly react to solving practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to manage conflict with internal and external customers to maintain the highest level of customer satisfaction.
• Working knowledge of all aspects of inside sales functions is preferred.
• Printed circuit board or ceramic substrate manufacturing knowledge is preferred.
• Proficiency in Epicor ERP and HubSpot CRM systems desired.
• Proven work experience as a Sales Analyst or similar role is preferred.
• Associate or bachelor’s degree is preferred.
  Candidate has capacity to comply with the federally mandated requirements of U.S. export control laws.
  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status

• Initiate the quote process in internal quoting system and complete phase gate checklist.
• Follow order entry procedure upon receipt of all orders.
• Enter Sales Orders and work with planning to meet requested lead times/ship dates.
• Transmit order acknowledgement to customer.
• Save all pertinent documentation in product files.
• Work with customer weekly or monthly forecasts and provide production quantities to planning to meet the customer min/max inventory requirements. Complete all order entry and/or change orders to maintain scheduled requirements.
• Maintain weekly forecast information.
• Enter changes as requested for expedites, pushouts, cancels, and customer holds.
• Work with Production Control to meet customer demands and forward acknowledgement to customer.
• Submit cancellations per procedure and obtain approvals as needed.
• Transmit charges to customer and monitor for invoicing and payment.
• Set up new part information as required, and modify sales order as appropriate.
• Receive requests for returns and work with quality department for appropriate approvals.
• Obtain RMA number via system and set up for return order; Transmit RMA number to customer.
• Work closely with Operations, Engineering, and Quality to accurately give order updates and to resolve on-time delivery and quality issues.
• Receive requests for returns and work with the quality department for appropriate approvals.
• Communicate in a timely manner, keeping the customer informed. Work expedited ship methods as needed to meet committed Dock dates.
• Work with Accounting for customer monthly statements to resolve overdue payments when there are issues regarding unit price, quantity, etc.
• Be actively involved with the internal teams within the department to reduce cycle times and order entry errors to promote continuous improvement.
• Work with Account Managers to compile various activity reports designed to generate sales forecasting data and sales strategies.
• Cold-call customers or prospective customers to drive business.
• Work with Site Management, Sales, and Production to ensure customer satisfaction, effective pricing strategies are in place, NPI execution, and business growth.
• Collaborate with Sales and Operations teams to find ways to create cost-effective business processes to attract new customers.
• Supports Sales in various business initiatives.