What are the responsibilities and job description for the CSR III position at MW Components?
JOB SUMMARY
This position will be responsible for responding to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution. The ideal candidate will be able to communicate with various internal teams regarding the requests a customer has while also being able to tailor their approach to each individual customer.
REPORTING TO
Sales Manager
ESSENTIAL JOB FUNCTIONS
- Maintain accurate customer records regarding purchase orders, releases, quotes, etc.
- Manage customer purchase orders and releases.
- Accurately transfer data from purchase orders, releases, shop tickets, etc.
- Communicate with other departments (i.e. purchasing, engineering, etc.) to ensure parts will meet customer specifications.
- Work with outside sourcing to secure completion dates for various plating, cleaning, grinding, heat-treating, welding, packaging, and rubber molding operations.
- Receive and process customers’ requests for quotes.
- Follow-up with customers with completed quotes.
- Ensure any manufacturing shop tickets issued are accurate and timely.
- Verify customer orders reflect the correct price and timing as was quoted.
- Ensure 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 with Shipping to ensure products are packaged and delivered according to customer specifications.
- Coordinate with Quality to ensure customers’ request for PPAP’s, ISIR’s, or special certifications and labeling are required.
- Coordinate with Accounting to ensure the processing of customer requests for credit 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 customer calls when parts are late or non-conforming.
SKILLS and ABILITIES
- Strong communication and presentation skills
- Strong Microsoft Office skills including Excel.
- Must be an analytical thinker.
- Negotiation skills.
- Knowledge of CRM.
- Knowledge of products.
EDUCATION and EXPERIENCE
- High School Diploma, required. Associate’s in communication or business, preferred.
- 3-5 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.
