Customer Service Representative

Overview

Customer Service Representative  role is the interface for order management for standard customers, including internal and external customers.

• Order Management:
  Receives, processes, and facilitates customer contracts, sales orders, and change requests. Reviews sales orders against pre-set business terms to decide on P.O. acceptance/rejection and coordinates with Sales, Business Development, and Finance for new terms. Accountable for keeping the order backlog clean and driving on-time deliveries in line with customer expectations.
• Sales Operations Support:
  Handles the first level of inquiries from the customer and escalates to sales/BD/planning/service management as required.
• Maintain a smooth and efficient customer interaction resulting in a positive customer experience with proactive communication to align expectations between customer and Analogic; coordinate, escalate, and expedite order activity as necessary.

• Manage orders including new product, spares, repairs, and engineering: enter customer sales orders, change orders, debits, credits, RMAs with accuracy; update and maintain ERP system; may also work in customer-owned databases.
• Monitor deliveries, order-related down payments, and customer credit holds; escalate to appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding overdue payments.
• Interface with internal departments to manage pricing, availability, and logistics of orders and repairs; drive teams to optimize on-time deliveries.

• Provide world-class service to Analogic external international and domestic customers face to face, via phone and e-mail with timely, accurate, and proactive communication.
• Order receipt acknowledgment, sales order confirmation, shipment notifications, status updates and changes.
• Proficient in ERP and CRM tools to drive efficient and effective order processes and customer communication.
• May include supporting international shipments including export regulations, Department of Commerce regulations, preparing export documentation.
• Adheres to company policies and procedures and provides feedback to management if changes or improvements are applicable.

• Associates Degree or equivalent with at least 5 years of experience including direct customer contact.
• Excellent computer skills; proficiency in MS Office (Word, Excel, Access, Outlook).
• Exceptional verbal and written communication skills.
• Ability to multi-task and attention to detail.
• Proficiency in SAP is required.

• 401k with company match vested immediately.
• HSA/HRA company contribution.
• 9/80 schedule: every other Friday off.
• 8 weeks paid parental leave.
• Healthcare for now and future health changes.
• On-site gym facility.
• Continuous Education Pathways.
• Free parking.
• Breakfast & Lunch Café on site.
• You will be joining a passionate, driven, and diverse global team.