What are the responsibilities and job description for the Customer Service Representative- Jersey Shore position at Spectrum Plastics Group?
JOB SUMMARY:
Serves our customers and plant operations by entering, maintaining and communicating internally and with the customer, details regarding customer purchase orders and order forecast. Identifies any discrepancies or contingencies with a purchase order that would prevent an order confirmation, assembles the resources and stakeholders necessary to resolve these issues, and ensures complete order success, maximizing the plants production efficiency and meeting/exceeding the customers expectation to deliver product on time and in full. Primary area of responsibility is the catheter manufacturing platform of the site, with collaboration and support given to the extrusion and components business as well. Additionally, supports the business with pricing, contracts, quoting support and overall customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Review customer purchase orders for accuracy
Enter customer orders in ERP system accurately; process and acknowledge all orders received within 48-hours of receipt of an accurate purchase order
Manage orders communicate with customer and operations as needed through the life of each purchase order (in some cases you may need to implement regularly scheduled meetings with customer to review OOR (open order report) and align with customer generated reports)
Work closely with logistics team to provide accurate freight requirements to insure on time delivery
Serve as the lead Spectrum customer service liaison as it relates to order management for assigned customers (accounts)
Attract potential customers by answering product and service-related questions
Enter and maintain customer accounts in the database by recording account information accurately and updating when necessary
Effectively communicate concerns regarding customer orders, quotes, or miscellaneous issues appropriately within Spectrum organization
Relay customer complaints to Quality Department and work together for resolution
Maintain accurate pricing by updating system accordingly
Enter new items into ERP system
Issue credit due to customer for various reasons
Adhere to all applicable ISO procedures
Prepare product or service reports by collecting and analyzing customer information including aged inventory reports, Kan Ban programs and order history reports
Work with operations to manage Kan Ban programs and other customer inventory needs
Complete other various duties or ad hoc assignments required by management
Coordinating and participating in the site audit program
Represents the commercial/business development function in Quality Management System reviews, and keeps relevant order handling work instructions and documentation up-to-date
Performs other duties as required and upholds Spectrum Plastics Groups vision and core values.
QUALIFICATIONS (Education/Experience/Knowledge, Skills & Abilities Required):
College degree preferred and a minimum of 3-5 years of customer service, account management or sales experience. (Manufacturing Experience Preferred).
Excellent communication skills via telephone, e-mail and written correspondence
Self-motivated, strong interpersonal and leadership skills
Thrive in a fast-paced environment that requires multi-tasking, manage time and prioritize tasks based on customer/organization needs
Ability to maintain accuracy in a fast-paced environment
Analytical aptitude; excellent problem-solving skills
2-5 years of customer service experience (Medical Device OEM Supplier Experience Preferred)
Computer literacy is a must (Microsoft Outlook, Excel, Word and Salesforce.com)
Experience with enterprise resource planning (ERP) systems
Ability to work overtime on occasion, perhaps with short notice
Bi-lingual (Spanish is a plus)
Has knowledge of commonly-used concepts, practices, and procedures within the field of inside sales and account management
Ability to problem solve, identify errors and deficiencies, and perform research with general guidance
Accuracy, utmost attention to detail, thoroughness and commitment to excellence
Ability to work independently and with a minimum of direction, plan, and prioritize with efficiency
Proficient computer skills (MS Office, browser, Mac/Windows proficiency a strong plus)
Proficiency in using Salesforce.com for order entry, quote management, reports and dashboards a strong plus
Ability to handle deadlines and expedited situations in an efficient and professional manner
Ability to comprehend and comply with company safety and quality standards
WORKING CONDITIONS:
A self-starter working under minimal supervision. Requires light physical activity performing non-strenuous daily activities of a managerial nature. Requires periods sitting, using a computer, as well as periods of standing and walking on the stock room floor and attending meetings.
NOTE: This job description is not intended to be an exhaustive list of all possible duties, responsibilities and or qualifications. Other duties, responsibilities and/or qualifications may be assigned to this position.
Serves our customers and plant operations by entering, maintaining and communicating internally and with the customer, details regarding customer purchase orders and order forecast. Identifies any discrepancies or contingencies with a purchase order that would prevent an order confirmation, assembles the resources and stakeholders necessary to resolve these issues, and ensures complete order success, maximizing the plants production efficiency and meeting/exceeding the customers expectation to deliver product on time and in full. Primary area of responsibility is the catheter manufacturing platform of the site, with collaboration and support given to the extrusion and components business as well. Additionally, supports the business with pricing, contracts, quoting support and overall customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Review customer purchase orders for accuracy
Enter customer orders in ERP system accurately; process and acknowledge all orders received within 48-hours of receipt of an accurate purchase order
Manage orders communicate with customer and operations as needed through the life of each purchase order (in some cases you may need to implement regularly scheduled meetings with customer to review OOR (open order report) and align with customer generated reports)
Work closely with logistics team to provide accurate freight requirements to insure on time delivery
Serve as the lead Spectrum customer service liaison as it relates to order management for assigned customers (accounts)
Attract potential customers by answering product and service-related questions
Enter and maintain customer accounts in the database by recording account information accurately and updating when necessary
Effectively communicate concerns regarding customer orders, quotes, or miscellaneous issues appropriately within Spectrum organization
Relay customer complaints to Quality Department and work together for resolution
Maintain accurate pricing by updating system accordingly
Enter new items into ERP system
Issue credit due to customer for various reasons
Adhere to all applicable ISO procedures
Prepare product or service reports by collecting and analyzing customer information including aged inventory reports, Kan Ban programs and order history reports
Work with operations to manage Kan Ban programs and other customer inventory needs
Complete other various duties or ad hoc assignments required by management
Coordinating and participating in the site audit program
Represents the commercial/business development function in Quality Management System reviews, and keeps relevant order handling work instructions and documentation up-to-date
Performs other duties as required and upholds Spectrum Plastics Groups vision and core values.
QUALIFICATIONS (Education/Experience/Knowledge, Skills & Abilities Required):
College degree preferred and a minimum of 3-5 years of customer service, account management or sales experience. (Manufacturing Experience Preferred).
Excellent communication skills via telephone, e-mail and written correspondence
Self-motivated, strong interpersonal and leadership skills
Thrive in a fast-paced environment that requires multi-tasking, manage time and prioritize tasks based on customer/organization needs
Ability to maintain accuracy in a fast-paced environment
Analytical aptitude; excellent problem-solving skills
2-5 years of customer service experience (Medical Device OEM Supplier Experience Preferred)
Computer literacy is a must (Microsoft Outlook, Excel, Word and Salesforce.com)
Experience with enterprise resource planning (ERP) systems
Ability to work overtime on occasion, perhaps with short notice
Bi-lingual (Spanish is a plus)
Has knowledge of commonly-used concepts, practices, and procedures within the field of inside sales and account management
Ability to problem solve, identify errors and deficiencies, and perform research with general guidance
Accuracy, utmost attention to detail, thoroughness and commitment to excellence
Ability to work independently and with a minimum of direction, plan, and prioritize with efficiency
Proficient computer skills (MS Office, browser, Mac/Windows proficiency a strong plus)
Proficiency in using Salesforce.com for order entry, quote management, reports and dashboards a strong plus
Ability to handle deadlines and expedited situations in an efficient and professional manner
Ability to comprehend and comply with company safety and quality standards
WORKING CONDITIONS:
A self-starter working under minimal supervision. Requires light physical activity performing non-strenuous daily activities of a managerial nature. Requires periods sitting, using a computer, as well as periods of standing and walking on the stock room floor and attending meetings.
NOTE: This job description is not intended to be an exhaustive list of all possible duties, responsibilities and or qualifications. Other duties, responsibilities and/or qualifications may be assigned to this position.
