CSR II

JOB SUMMARY

This position will be responsible for responding to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution. Resolve complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow-up or additional information as needed. Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction. May be assigned to support products that are more complex or critical. Uses a customer relationship application or database to record activities and research product information.

REPORTING TO

Production Manager

ESSENTIAL JOB FUNCTIONS

• Maintain highly accurate customer backlog.
• Manage customer purchase orders and releases.
• Accurately transfer data from purchase orders and releases to M/F and shop tickets.
• Maintain constant contact with purchasing to insure raw requirements for customer schedules are met.
• Maintain constant contact with Engineering to insure the proper revisions of part numbers are mastered, the proper quantities have been estimated and quoted, changes are reviewed accurately and timely, new quotes are being processed to meet customers’ demands.
• Working with outside sourcing to secure completion dates for various plating, cleaning, grinding, heat-treating, welding, packaging, and rubber molding operations.
• Receive and process customer’s requests for quotes as well as the accurate and timely response to the customer of completed quotes. Accurately and timely issuance of manufacturing shop tickets. This requires a great deal of detail and accuracy to insure the proper part, to the proper revision, for the correct quantity, is being manufactured in order to be completed at the appropriate time.
• Verify customer orders reflect the correct price and timing as was quoted.
• Insure customer’s releases are in line with established release policies for the build size quantities. This is an extension of maintaining acceptable inventory levels.
• Tracking of shop orders in response to the multitude of customer inquiries regarding the status of their orders, requests to move in and out, request to cancel, request to be notified when an order is going to ship or be late.
• Establish, maintain, update, and provide an accurate part history in each M/F.
• Maintain completed and in process purchase order files.
• Coordinate shipping activities. The entry of pre-ships which direct shipping when, where, and how to ship product to our customers’ expectations. They maintain constant contact with shipping on a daily basis to instruct them on what may be hot and where to focus.
• Coordination with Quality to insure customers request for PPAP’s, ISIR’s, or special certifications and labeling are required.
• Coordination with accounting to insure the processing of customer requests for credit to verify the merit and accuracy of the request, to provide parts pricing, and to obtain export information for customer shipments.
• Front line responsibility of handling irate customer calls when parts are late or non-conforming.

SKILLS and ABILITIES

• Strong communication and presentation skills
• Must be an analytical thinker.
• Negotiation skills.
• Knowledge of product.
• Knowledge of Microsoft Office.

EDUCATION and EXPERIENCE

• High School Diploma, required. Associates in communication or business, preferred.
• 2-4 years of experience in customer service role managing multiple client accounts in the manufacturing industry.

PHYSICAL REQUIREMENTS

Ability to sit for long periods of time. Communicate written or orally with others.

EEOC Statement:

MW Components provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.