What are the responsibilities and job description for the Customer Service Representative position at Commtech Services Inc?
We are looking for a rep with the following qualifications.
High School diploma or equivalent; bachelor’s degree preferred.
5 years’ related customer service experience in a manufacturing environment for customized products, preferably in a Biopharma or similar highly regulated (ISO) industry.
Experience using ERP (Syteline preferred).
Job Summary :
Provide excellent support and service to our customers ensuring a positive customer experience from the beginning of the quoting process through delivery.
Essential Functions :
Accurately prepare and process orders, quotes, and RMA’s for returns and / or credits.
Respond promptly to customer inquiries. Acknowledging and resolving customer complaints.
Interface with Purchasing and Production departments to track order status.
Run open order reports daily. Communicate to the customer and sales representative’s potential delays or issues.
Accurately input data in the ERP system.
Maintain master customer files.
Partner with applicable departments to identify customer / order issues. Reacting with a sense of urgency.
Investigate the most time effective solution to order issues and communicate with customers / sales representatives of the potential impact on their delivery timetable.
Proactively communicate with internal departments on all changes to orders.
Ensure drawings are approved and signed prior to beginning the quoting process.
Review (in Syteline) BOM’s (Bill of Materials) to ensure capability of producing order by confirming all costs, parts and labor required.
Ensure margin accuracy by maintaining open communication with the Sales Manager for approval.
Enter quote in ERP system by utilization of multiple systems (email and / or drawing tracker).
Education :
Requires a Bachelor’s degree and / or High School diploma (or equivalent) and a minimum of 5 years’ related experience. Associate’s degree in accounting, accounting certification or equivalent experience required. Bio-Pharma (or similar industry) experience preferred.
Required Experience & Competencies :
Experience using ERP (Syteline preferred).
Aptitude for working with technical data associated with product lines.
Proven analytical and critical thinking skills.
Must be self-motivated with the ability to work independently as well as part of a team.
Excellent time management and organizational skills.
Excellent Microsoft Office Suite skills.
Excellent math and accounting skills.
Flexible to travel within the company for training / meetings as needed.
Proactively communicate with internal and external customers.
Accurate data entry.
Excellent verbal and written communication skills.
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