What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE position at SSW Advanced Technologies?
Gemtron Corporation, a division of SSW Advanced Technologies, LLC, is seeking an on-site Customer Service Representative at our Sweetwater, TN facility. SSW Advanced Technologies, LLC is a growing multinational supplier to the global appliance OEMs. With more than 70 years of expertise and innovation, we design and sell components and systems to the residential appliance industry (refrigeration, cooking, laundry), commercial refrigeration, HVAC, retail display and home/office organizational markets. More information is available on our website https://www.sswtechnologies.com/
The Customer Service Representative is responsible for engaging with customers on behalf of the company, maintaining expert knowledge about company products or services to best assist customers.
Primary Responsibilities:
- Receives and maintains electronically submitted customer orders in SAP as well as manual purchase orders from small or service customers
- Resolves EDI errors and issues with HQ IT
- Ensures order accuracy in SAP. Updates delivery dates and maintains communication with the customer
- Maintains and populates additional applicable charges on orders in SAP
- Maintains contact with Master Scheduler to ensure customer requested delivery dates are achieved, when feasible
- Advises customer when requested delivery dates are not feasible and provides a feasible delivery date, based on Master Scheduler’s advice
- Maintains contact with Shipping Department to ensure the right quantities of the right products are delivered on the right date
- Regularly reviews open orders on mid- and long-term time fences and investigates discrepancies (i.e., potential obsolete parts)
- Maintains customer master in SAP
- Maintains pricing for assigned customers in SAP
- Provides oversight, updates delivery schedules, and reviews orders (micro-capacity support)
- Updates and maintains customer records by updating account information
- Understands material procurement process to ensure that production schedules are met
- Performs other duties as assigned.
Required Skills/Abilities:
- Excellent command of the English language; second foreign language is appreciated.
- Excellent verbal and written communication skills.
- Excellent organizational skills.
- Strong computer skills.
- Ability to organize multiple efforts to accomplish goals.
- Strong analytical and problem-solving skills.
Education/Training Requirements:
- High school diploma or equivalent preferred, but not required.
Experience Requirements:
- Experience of 2-3 years in a Customer Service Role preferred, but not required.
Physical Requirements:
- Ability to sit for periods at a desk and work on a computer.
- Ability to work effectively in a stressful environment.
- Ability to effectively communicate with team members.
Commitment to Core Values:
- Honesty, Integrity & Accountability
- Caring About People
- Customer Focus
- Teamwork & Communication
- Change, Improvement & Innovation
