Customer Support Representative

The incumbent in this position is responsible for interacting with customers to provide information in response to inquiries about products and services, processing and tracking customer orders, diagnosing and troubleshooting customer issues while maintaining a professional and friendly attitude. Provides support to outside sales staff and project managers, and works closely with Production Planning to ensure customer deliveries are met.

Essential Functions:

• Support customers through on-going communication; research and resolve issues regarding customer orders and product availability. Direct inquiries to the appropriate department for assistance as needed.
• Process and enter customer orders/changes/returns according to established department policies and procedures.
• Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items).
• Receive and review customer inventory forecasts; verify and match orders in the system.
• Partner with and support inside/outside sales team to meet and exceed customers' service expectations.
• Create new customer accounts in SAP System; add new part numbers; and make changes in the system to the description, prices, or customer part numbers. Create customer folders and forward order confirmations to the production planning department.
• Review and/or make changes to existing customer accounts; revise contact information and maintain SAP data.
• Provide timely and accurate information to customers regarding order status, product lead times, pricing, shipping information, and anticipated delays.
• Monitor and report on time customer deliveries.
• Handle special project requests (e.g., track lead free parts, pull customer sales reports) as assigned.
• Handle sample requests from customers and project managers. Work with inventory control and production to get samples made and sent out to customers.
• Ensure and provide quality service to both internal and external customers.
• Work with production planning to ensure customer deliveries are met and expedited orders are handled properly.
• Provide backup support to other Customer Support group members in the performance of job duties as required.
• Assist Accounting department with collection of late payments to avoid credit hold and shipment delays.
• Attend regular department meetings and provide expertise as a member of the Customer Support team.
• Adhere to EMS and IATF 16949 Policies and Procedures.
• Perform all other related duties as assigned by the supervisor.

Knowledge, Skills and Abilities:

• Ability to proficiently use various company-related and external systems and databases.
• Ability to proficiently use computer programs such as Microsoft Office applications.
• Ability to work effectively with internal/external personnel, and customers.
• Ability to proficiently operate office technology and equipment (e.g., computer systems).
• Ability to communicate effectively verbally and in writing.
• Ability to carry out duties and handle difficult situations in a tactful, sensitive and professional manner.
• Ability to multi-task and prioritize work to meet time sensitive deadlines.
• Ability to work in a fast paced environment and manage several projects simultaneously.

Qualifications:

• High School Diploma or GED equivalent.
• Minimum of two (2) to three (3) years of progressively responsible customer support experience preferably in a manufacturing environment.
• Ability to identify and meet customers' needs and requirements.
• Must be detail-oriented and have excellent problem-solving skills.
• Excellent oral and written communication skills.
• Must be able to read, write, and speak English proficiently.
• Must have good basic math skills.
• Exceptional phone and customer support skills.
• Must have excellent interpersonal skills.
• Must be proficient with computers and demonstrated skills in office applications such as MS Word, Excel, and Outlook.
• Experience working with SAP system a plus.
• Bilingual Spanish is a plus.

Preferred Qualifications:

• Associate's Degree in Business Administration; or related field.

Physical Demands:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.