Customer Service Representative II - HTD - Non-exempt

POSITION:
Customer Service Representative II - HDT - Sales Non-exempt position

As a Customer Service Representative II, you will be part of a team that creates value by positively affecting the customer experience. In this role you will directly facilitate interactions between customers and the business with a responsibility to deliver Best in Class support through fostering relationships, understanding customer needs and consistently exceeding expectations.

Duties include:

• Answer incoming requests promptly to support customers with required information, actively identifying potential issues and take the initiative to resolve before issues escalate, demonstrate a customer-centric approach.
• Maintain a cadence call to fit customers’ schedule, communicating on customer activity and updating ongoing changes, partnering with Sales Managers to better understand customer relationships and support an open communication channel.
• Serve as primary point of contact between customer and business, including Production, Shipping, Purchasing, and Quality for clarification of issues and order management. Support Finance team to resolve billing and invoicing issues.
• Monitor customer forecasts and communicate changes in forecasted order planning, collaborating with customer Planners and Buyers to ensure accuracy and impact On Time Delivery.
• Process incoming orders and order change requests, expedites, cancellations, RGA (return orders); coordinating with proper internal departments for improved On Time Delivery.
• Urgent order processing, Drop In orders, Production Line Down, Service or Truck Down, ensuring accuracy, proper invoicing and speed across departments.
• Managing incoming new product quote requests and entry in PLM, including all customer details, technical drawings, scope of work, and timelines. Ensure any updates or changes are shared with all personnel involved.
• Maintain database of customer information, addresses and accounts in customer management system. Create and keep sales contracts for manual customer EDI release/blanket order requirements, ensuring correct pricing, delivery, and conditions.
• Maintain customer website portals including contact management, order acknowledgements, customer forecast, delivery dates, collaboration for issue resolution, reports, customer news and updates.
• Management of customer scorecards, improving business to customer relationships, facilitating internal and external communication on scoring, activities, issues, and working to close gaps for improved scores.

QUALIFICATIONS:

• Bachelor’s Degree in related field preferred
• 1 year of customer service in manufacturing environment experience preferred
• Excellent verbal and written communication skills, strong attention to detail with error free work
• Experience with Baan LN, PLM helpful
• Proven ability to establish work priorities and execute time management skills
• Proficiency with Microsoft Office Suite required.
• Ability to understand and execute customer requirements
• Excellent problem solving and analytical skills with the ability to identify opportunities and make data driven decisions.

How to apply:
If you meet these qualifications and are interested in being considered for this position please submit your application & updated resume at www.flexfab.com.

Flexfab is an equal opportunity employer, disability & veteran friendly.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.