Customer Support Specialist
Position Summary:
Support the sales department in providing world-class customer service. Maintain customer records and information utilizing manual and electronic methods for Sales department by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Accept telephone inquiries regarding basic company product lines and be able to retrieve and provide price quotations set up by a Program Manager when necessary.
- Enter product orders and receive customer confirmation/approval of order in written form, via fax, phone, mail or e-mail.
- Process and reconcile ECO’s and order changes requested by customer. Maintain appropriate communication with manufacturing and customer, and/or Program Manager.
- Create manufacturing specification documentation as the basic production control document for an order and perform routine BOM maintenance.
- Monitor status of product for customer orders through production and shipping process, and expedite to meet production or shipment dates as necessary. Confirm and track order status/shipping info and relay information to customer.
- Request credit references from new customers and monitor progress to ensure credit status is determined by accounting department and set up customers in the ERP system.
- Track customer credit status and credit holds and immediately advise Program Manager of hold situations.
- Respond to requests from customers for product literature, samples and information.May assist Program Manager and other Sales staff in recommending, designing and building prototypes based on customer requirements.
- Seek advice and approval from experienced Program Managers to assist in customer relations and in working details of process.
Specific Qualifications:
- Must understand and utilize basic customer service principles including phone etiquette, speedy response, attention to detail, and willingness to help solve the customer's problem.
- Must be able to read and interpret CAD drawings and customer prints.
- Must maintain positive and productive relationships with customers, other workers in the department, supervisors, other employees.
- Minimum one-year customer service in a manufacturing operation required.
Technical Qualifications:
- Must be able to operate computer to enter and retrieve data, compile and print reports, read and write email. Proficiency with various computer programs including Excel, Microsoft Word, and ROI. Ability to operate common office equipment such as a copier, calculator, fax machine, etc.
Physical Qualifications:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed on the attached ADA Job Analysis form and the Essential Functions form are representative of the skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- High School graduate or equivalent; year related experience and/or training; or equivalent combination of education and experience.
Language Skills:
- Ability to read, analyze, and interpret technical procedures. Ability to write report and business correspondence, Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
