Customer Service Representative

Job Requirements

Enter production orders and change orders for customers as received by phone, fax, mail, and Email. Receive orders and determine EO number from customer part number. Update quotes as needed for material cost, run times, run speed, or other information that would affect pricing. Pull Quote and check to make sure material price, color price, and quantity is correct, if not update the Quote with the correct prices and quantities.

Send copy of order with new prices and a copy of the updated quote to the customer and rep. Have customer send back the revised order with updated pricing. Give order to order entry and confirm scheduled ship date when header is returned from production scheduler. Manage and Maintain customer stock order programs with minimum & maximum quantities by checking planners and forecasts received from customers, from portals, emails, or faxes.

Enter stock orders when received and send copy to shipping so they can be shipped when needed. Enter sales dollars of new production orders in the sales log. Track orders for customers at their request by working with the scheduler and/or shipping department to satisfy customer’s needs. Review confirming orders as received via mail, email, or fax and attach to the office copy of the shop order.

Generate change order if needed per confirming order. Review and sign all acknowledgements of customer orders on a daily basis as they are received. Review daily shipments with shipping personnel based on shipping dates, over/under shipments and trucking specifications for each customer’s specific requests. Maintain sales quote files. File on daily basis or delegate to other office personnel as needed, create new customer quote and correspondence files as needed.

Assist Customers with any questions pertaining to orders, assist with moving orders up, making changes to orders when requested. Handle customer complaints, update quality, sales and production on customer concerns, complaints, order changed, part updates, or print changes, review and distribute updated prints, enter and distribute Sales Representative analysis and commissions. Communicate with customers by phone and/or email; to check how we are preforming, to check why they haven’t ordered existing parts, to check if there is anything we can do for them, to check if there are any new projects coming up, to check on if newly tooled parts will be ordered, to check if tooling is obsolete, to check on the yearly forecast, to check on next years forecasts.

Process new tooling orders as requested by customers or other sales personnel. This involves entry into Daily Die Report, assigning new EO# for die, write-up order for Order Entry and allocation sheet for Scheduler, (prototype order if needed), email, fax, or mail tooling letter, engineering report, and print to customer. Follow-up in 5 days if not received back from customers.

When tooling samples are completed and received from QA, mail samples with a letter of instruction to the customer along with 1st Article Inspection Report and print. Remove tooling from Daily Die Report and enter in Sample Log. If approval is not received within one week, follow-up with customer as to why parts have not been approved. Keep in close communication with Crafted Plastics personnel until resolved.

Write and distribute profile approvals as soon as approval is received from customer. Back-up Shipping Department duties when needed. Back-up Receptionist by answering phones daily when she is on break, when she is out sick or on vacation by sitting at her desk and assisting with her daily duties. Help Accounting collect past due invoices from customers, and place orders on hold if necessary.

Able To Perform Each Essential Duty Satisfactorily. The Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with Disabilities To Perform The Essential Functions. LANGUAGE

SKILLS:

Ability to read and interpret documents such as procedure manuals. Ability to write routine reports and correspondence, Ability to effectively…