Customer Service Representative

This position serves as the primary business contact for the customer and, along with the Account Manager, is responsible for the customer’s satisfaction. The customer service representative is expected to provide support to the customer with purchasing, reporting, quoting, pricing and shipping. This position acts as a liaison between the customer, sales, production planning and manufacturing.

DUTIES AND RESPONSIBILITIES

- Receive and process customer purchase orders. Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling.
- Work closely with the production and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met (SIOP).
- Process change orders, trial orders, remake orders and rework orders to comply with customer needs.
- Inform Account Manager of any significant changes or issues with a customer account or specific orders.
- Ensure that all purchase orders have accurate pricing and if not, collaborate with Product Management/Account Manager to resolve any discrepancies, processing only those POs that have correct pricing.
- Track and manage customer orders and inventories until such time that shipment is made.
- Develop and manage customer specific forecasts, inventory models and stocking programs to insure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders.
- Process and execute shipments.
- Create and distribute all documentation for domestic and export shipments as needed.
- Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating. Create and distribute credit notes as needed.
- Initiate the creation of a new part numbers, entering product specifications as supplied by the customer and forward to manufacturing for production.
- Assist the Account Manager to coordinate customer visits as needed.
- Ensure that packing specifications are accurate and current.
- Ensure that all customer specific instructions are accurate and current.
- Respond to customer inquiries in a timely manner.
- Initiate, monitor and/or process customer complaints, follow up with relevant departments, and manage communication with the customer.
- Work with the credit and collection team in the collection of past due invoices as requested. Place shipments on hold if directed by finance.
- Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process.
- Ability to work extended hours if needed.
- Perform related duties as assigned by Supervisor.

QUALIFICATIONS

- Bilingual, Must have excellent verbal and written communication skills in both Spanish and English.
- At least 5 years of customer service experience in a manufacturing industry preferred
- Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
- Strong compter skills and working knowledge of Microsoft Office (especially Excel and Word).
- Must have good organizational skills and be able to multi-task with minimal direction and supervision.
- Experience in medical device market, specifically within tubing extrusion supply chain a definite plus.
- Knowledge of international trade requirements for export customers.
- Ability to respond to common inquiries or complaints from customers.

Ability to effectively present information to top management. Ability to read, analyze and interpret common financial reports.
- Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.