Customer Service Rep.

Job Description

PRIMARY FUNCTIONS: Responsible for interface between manufacturing, distributors, customers, and all work elements with regard to pricing, orders, and expediting of all open orders with OEM and Distributors as directed by management.

WORKING PROCEDURES:

1. Establish, implement and maintain “one-stop shopping” concept for Powerex manufacturing representatives, customers, and distributors as assigned.
2. Responsible for the complete account management, sales negotiations, and coordination of all activities between the Company, representatives, customers, and distributors for marketing, applications, engineering, production, and service related needs giving rapid response for maximum sales which includes but is not limited to maintaining customer portals, setting up new customer accounts in the system, attending customer-related meetings as required, coordinating/issuing RMAs, managing shipping issues and documentation, preparing export documents, entering and updating ship schedules in the system.
3. Coordinate internal negotiations with product specialists and management to establish pricing levels and enforce policies that are communicated back to existing and new customers using RFQ process.
4. Participate in the marketing and operations departments forecasting meetings providing information on market conditions. Request forecast information and LOB from customers and manage MPA forecasts in Pointman. Review forecasts provided to backlog to assure highest customer service level.  Maintain & communicate accurate and latest lead time information for products to customers after reviewing monthly with Planning and Product Specialist.
5. Coordinate the introduction of new products including providing data sheets, product bulletins or insight into directing a customer how to review product information on the Powerex Website.
6. Follow up to resolve problems and claims directly with customers, representatives, and distributors.
7. Furnish representatives and distributors with computer and other system information, updates for proper documentation; and follow customer programs and verify the accuracy of sales data. Oversee field computer access entry to insure orders are timely and correctly entered. ( EDI etc)
8. Interface with all internal departments and activities to establish customer satisfaction on delivery, priorities, specifications, pricing, quality, claims, and specific customer programs on stocking or special needs.
9. Maintain company records to adhere with ISO standards and government regulations.
10. Set up and maintain customer accounts in online ordering system, including managing web inquiries, web orders, and assuring accurate and timely end-use certificates are completed and filed.
11. Recommend system changes as required for improved faster communications, easier and quicker response.
12. Provide and refresh as needed the required Cross training/coverage of other CSR accounts during off time.

• Frequent telephone, facsimile, computer/email, and webex contact with customers, representatives, and distributors and operations to assure highest customer service.
• Frequent contact with production, applications, product marketing specialists, quality, engineering, systems, shipping, and accounting personnel to assure highest customer service.
• Provide weekly status report to Dept. Manager to escalate issues and assure highest customer service.
• Follow up on Open RFQs to customers and Reps and Distributors tracking award of order and noting in Customer Management and Quote System including providing leads to Reps as required.

DIRECTION OF OTHERS:   

Provides assistance to order entry, production control expediters, MI writers, system programmers, and clerical personnel as required

DIRECTION RECEIVED:     

Works under the general supervision of the department manager.

Job Qualifications

EDUCATION REQUIREMENT:       

Minimum of an Assoc. 2-year degree in Engineering, Business Administration, Accounting, or another applicable curriculum.  As applicable candidates may apply equivalent technical training will be considered.

EXPERIENCE REQUIREMENT:     

Three (3) years’ experience in customer service, marketing, sales, service type functions or recognized equivalent activities.

Strong computer skills, including all Microsoft Office Software, particularly Word and Excel.

Ability to learn quickly, company Customer Management Database and Powerex quote system as well as customer intranet systems.

Ability to pay attention to details and organizational skills are a must.