What are the responsibilities and job description for the Sr. Customer Service Representative position at JEM Technical?
Job Description
Job Description
Description :
The Senior Customer Service Representative serves as a primary point of contact with assigned customers and consistently delivers excellent service to enhance value to the customers’ business by accurately processing quotations and orders, providing timely information, and building a positive reputation of the company.
Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.
ESSENTIAL DUTIES and RESPONSIBILITIES :
- Respond promptly to customer queries and complaints to find solutions and deliver client-focused solutions based on customer needs, passing on issues to Management when needed.
- Confer with customer, by telephone or email, to process customer purchase orders. Review the bill of the materials to establish delivery timeline. Contact purchasing or planning to request expediting of parts when necessary.
- Provide quotations for spare parts that encompass customer specifications and delivery timeline.
- Process customer blanket orders on a weekly basis to match internal database to ensure acceptable delivery timeline. Notify Planning with changes.
- Process customer forecasts on an as needed and timely basis and remove forecasts as orders are received. Review forecast order report monthly and make updates as needed.
- Comply with customer order specifications and delivery requirements such as utilizing web-based portals, ASN’s, 3PL providers, and packaging requirements. Communicate those requirements to the appropriate business partners, Manufacturing Engineering, Shipping, Finance, etc.
- Proactively manage the full customer order process including order intake, confirmation, and analysis to ensure optimal shipping date. Keep the customer informed of any changes or problems.
- Manage and build customer relationships to facilitate future growth.
- Empowered to make decisions on minor schedule and order changes to provide the best service to the customer
- Ensure profit margins for the order are met by utilizing Price Inquiry tool, Quoting Matrix, and part specific quotes.
- Check availability of parts through the MRP system.
- Work with Planning to confirm status of jobs and delivery timeline. Communicate any delivery changes to customer in advance.
- Understand product lines and technical aspects of individual products as they apply to customer applications.
- Responsible to create and maintain various reports that track progress and trends regarding sales activity, account status, and projects as requested by customers or management.
- Provide support to other JEM personnel as it pertains to quotes, sales orders, and schedule updates.
- Process RGA (returns) on an as needed basis.
- Responsible for identifying opportunities and executing process changes to streamline and improve customer-related workflow and systems.
- Interact effectively with internal departments, including purchasing, engineering, operations, shipping / receiving, quality, accounting, and sales.
- Complies with all JEM policies and procedures, including ISO, OSHA, and AWAIR requirements.
- Maintains regular and predictable attendance.
- Performs other duties as assigned.
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position .
Requirements : COMPETENCIES :
QUALIFICATIONS :
