What are the responsibilities and job description for the Customer Service Representative position at Manufacturing Solutions International LLC?
Position Summary:
Customer Service Representative - Receives and processes routine customer orders, inquiries, and/or complaints covering items or products ordered. CSR maintains an ongoing relationship with selected customers and sales staff. Utilize knowledge of products and product availability to provide a communications link to the customer. Applies advanced skills to the position to maintain and improve customer relationships. Key leadership to customer relationship. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and generally require originality or ingenuity and works with minimal supervision.
Responsibilities:
- Customer Management
- Accepting incoming calls/communication from customers to include forecasting, scheduling, ordering, inventory levels, releasing and shipping product.
- Timely follow up with all customer requests.
- Preparing job files and project specifications for internal processing and manufacturing for specific customer assigned.
- Understands the manufacturing process, including production time, to provide accurate analysis of product availability.
- Maintaining organized and accurate customer files to include pricing, contribution and billing information.
- Forecast and track orders, typically within customer ERP systems
- Occasional travel to customer locations as well as customer handling during customer visits to MSI facilities.
- Works closely with sales to predict concerns affecting customer needs. Informs sales of any potential concerns.
- Confirm receipt of customers Purchase Orders prior to start of production.
- Customer Ownership
- Responsible for coordinating customer visits for their specific customers.
- Responsible for customer when in facility and hosting customer.
- Responsible for ensuring customer reports and information are communicated to customer.
- Material Management
- Interfacing into customer reporting systems i.e. SAP, Oracle for scheduling, production (most times by lot control), shipping, receiving and managing procurement of customer owned raw materials for specific customer assigned.
- Maintain internal worksheets for customer owned materials.
- Furnish lot information to the Quality Dept and Shipping Dept.
- Report inventory and reconcile inventory information to customers and resolve discrepancies – either through their internal systems or otherwise.
- Understand material and ingredient losses, manage loss tracking and develop improvements to help reduce losses, including training of personnel
- Material Reconciliation
- Support material and finished good physical inventories
- Support reconciliation of materials used against goods produced and shipped.
- Support reporting of customer inventories to customer on a monthly/quarterly basis.
- Quality systems support
- Communicate off quality materials and resolve disposition and return and/or destruction of same materials.
- Understand and support material hold/release procedures and manage disposition from the customer perspective.
- Customer Service SOP’s
- Understand and generate improvements to SOP’s for inventory systems
- Understand and generate improvements to SOP’s for continuous improvement
- Provide training to floor personnel on project specific SOP’s
- Continuous Improvement
- Document customer complaints and provide improvement input.
- Generate improvements to customer service process
- Generate improvements to vendor management system
- Generate improvements to inventory management system
- Other Duties as assigned