Customer Service Representative

SUMMARY

To provide customer service support for both internal and external customers. Responsible for PO entry and management, contract review organization, open order reports, customer complaints, and supplier survey coordination. Provide the interface required between the customer and facility personnel. Emphasis should be placed on providing both internal customers (Sales Group) and external customers’ answers in a timely manner.

ESSENTIAL JOB FUNCTIONS

• PO entry and management to include open order report processing and late delivery notifications.
• Responsible for the processing of contract reviews.
• Makes ethical and responsible decisions in all areas of job.
• Acts as a liaison between customer and internal Carlisle IT team members to ensure all customer expectations are communicated, understood, and met throughout the organization.
• Understands and works within Carlisle IT’s policies and procedures.
• Provides problem solving, cost effective and solution-oriented proposals in a timely manner.
• Perform routine clerical tasks such as shared services partnership, supplier survey coordination, matching and proofing sales orders to customer POs, and maintaining contract review log.
• May be required to help assemble bid packages and coordinate bid preparation process. Ensure customer documentation is complete.
• Follow up on contract review exceptions with customers and provide information as to why Carlisle is taking exception to customer requirements.
• Works directly with engineering, planning, quality, production, and shipping departments to ensure contract reviews are completed in a timely manner.
• Responsible for direct and indirect customer contact in all areas relating to contract reviews while coordinating said contact with Inside Sales Account Rep.
• Provide concise, timely and accurate communication to and from customer and other departments.
• *Other duties may be assigned*

SUPERVISOR RESPONSIBILITIES

• This job has no supervisory responsibilities.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is required to stand and walk. The employee must occasionally lift walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Work is performed in a normal office environment with minimal physical risks involved. The noise level in the work environment is low to moderate.

Carlisle Interconnect Technologies is a clean facility, housing different machinery, equipment, processes, and chemicals which produce potential hazards in the work environment such as: ergonomic, chemical, machine point of operation, and powered industrial vehicle traffic. These hazards are controlled through means of engineering controls, such as machine guarding, and administrative controls, such as safety policies and programs. In certain areas of the facility, employees are required to wear Personal Protective equipment such as Hearing Protection, Safety Glasses, Safety Toe Shoes, and hand protection.

PERSONAL PROTECTIVE EQUIPMENT REQUIREMENTS

• Clear ANSI Z87.1 safety rated glasses when in the manufacturing environment
• Hearing protection, in specific locations
• Ability to compile with JSA in specific areas

ENVIRONMENTAL POLICY

Carlisle Interconnect Technologies is dedicated to identifying and reducing the environmental impact of its operations, activities, and products. It is our commitment to comply with all applicable laws and other regulatory requirements concerning the environment. We are committed to preventing pollution and continually improving our environmental performance in all our global operations. This will be achieved through a comprehensive Environmental Management System that provides the framework for setting and reviewing environmental objectives and targets of Carlisle Interconnect Technologies.

EXPORT COMPLIANCE DISCLAIMER

This position includes access or potential access to ITAR and/or EAR technical data. Therefore, candidates will need to qualify as a US Person which is defined as a US Citizen, or a Permanent Resident (Green Card Holder).

TRAVEL

0-10%

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Appropriate education and/or experience may be substituted on equivalent basis

• High School Diploma or GED and/or minimum of two years’ experience in RF/Manufacturing industry.

CERTIFICATES, LICENSES, REGISTRATIONS

Must maintain industry certifications as applicable to position and value stream that is supported.

LANGUAGE SKILLS

• Ability to read, write, speak, and understand English.
• Proficient written and verbal communication skills.

JOB SKILLS

• Demonstrates good judgment and decision-making skills
• Ability to work with minimal supervision
• Proficient in MS Office
• Knowledge of ERP systems, SAP preferred
• Ability to be flexible and able to function comfortably in a fast paced, constantly changing, and ambiguous environment while maintaining a positive team environment
• Reliable and flexible to work additional hours on short notice to complete orders and/or special projects to meet customer demands
• Understanding and experience in Lean manufacturing environment preferred. Participate in continuous improvement projects and 5S related performance teams.
• A team player that can relate to people at all levels of the organization and possesses excellent communication skills with high ethical standards and a positive professional image.
• Understanding and experience in Lean manufacturing environment preferred. Participate in continuous improvement projects and 5S related performance teams.