Customer Service Representative Jobs

GENERAL PURPOSE

Provide excellent customer service and handle interactions in a professional, polite, and emphatic manner.

Support the customer account managers with any information and requests related to customers, inventory, etc.

Responsibilities

Essential functions of the job are listed below. Other responsibilities may also be assigned. Please note that the essential functions may vary depending on department size, organizational structure and/or geographic location. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

Primary Responsibilities

• Coordinate with Supply Chain and Manufacturing department to meet customers’ orders and expected product lead times.
• Follow and participate in the update of company’s procedures and policies regarding customer service
• Organize and maintain customer files and electronically update accounts as needed and/or required by customer and/or other PBS departments.
• Understanding of GMP practices and product traceability.
• Process and send credit memos to customers.
• Understand company products and contract services in order to provide information to prospective and existing customers.
• Generate and send invoices to customers.
• Make necessary arrangements and/or use of calendar apps to accomplish follow-ups.
• Process returns, refunds, and tracking numbers including international shipments.
• Support the coordination and processing of complaint with Quality and other departments: from intake and communication with customers to closure.
• Be knowledgeable of salable part numbers and be familiar of other part numbers -as needed.
• Assess customers’ needs by providing any information concerning orders, quotes, returns, invoices, etc Communicate order changes, delays, requests, etc. to customers as appropriate.
• Provide high-level product information and/or able to refer the customer to a specific work department or specific personnel.
• Process and coordination of orders from acknowledgment to delivery utilizing the company’s ERP system, customer’s procurement portals, and other communication software, such as Issue tracker.
• Be able to determine the paths when processing different type or orders: tangible product, services, contracts, etc. Create COGS work orders as necessary.
• Prepare detailed and accurate sales quotations.
• Attend mandatory training and be able to understand the lecture.

Minimum Qualifications

The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position. Please note that the minimum qualifications may vary based upon the department size and/or geographic location.

Knowledge/ Experience

• Associated degree preferred.
• Able to function independently as well as in a dynamic team environment.
• Proficient with computers and supporting software programs such as Microsoft Office, Adobe Pro, etc.
• Minimum 3 years of customer service experience in manufacturing or similar industry.

Skills/ Abilities Pertinent To This Position

• Detailed-oriented.
• Maintain discretion with all company information regarding customers, pricing, products, procedures.
• Ability to act in an ethical, honest and professional manner at all times.
• Familiarity with Incoterms 2020 or most current version.
• Must maintain a professional working relationship with customers at all times.
• Must be able to perform basic arithmetic calculations (e.g., percentages, additions, etc.)
• Efficient time management and organized and prioritization skills.
• Ability to exchange and furnish information requiring detailed explanations and maintained active discussions with customers and other work groups.
• Invoicing experience a plus.
• Excellent oral and written communication skills in addition to be able to communicate clearly with customers that are not fluent in English.
• Minimum 3 years of ERP system experience.
• Some experience with international orders and customs documentation requirements.

PHYSICAL DEMANDS

In general, the following physical demands 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 allow differently-abled individuals to perform the essential functions of the job.

• Must be able to bend and stoop occasionally to reach file cabinets, boxes, etc.
• Requires the ability to read written instructions, reports and other documents.
• Able to work remotely (e.g., from home) -as required.
• Must be able to communicate with co-workers and customers.
• Able to occasionally lift, carry and/or move up to 30 ponds.
• Able to see and hear visual material/information, such as virtual meetings, remote training, etc.

WORK ENVIRONMENT

In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.

• Must maintain a clean working area -when working in the office.
• Able to work in a cubicle with office-ambient noise level.
• Must be able to work during business hours/days.
• Able to function independently as well as in a dynamic team environment.
• Able to work remotely (e.g., from home) -as required.

NXTThing RPO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

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