Description:
We are looking for a Customer Service Representative II to performs administrative tasks to support customers including sample and in-production OEM accounts.
Responsibilities maintaining customer demand forecasts within SAP, order processing, outbound shipping arrangements, RMAs and other general administrative tasks. Also supports the Sales Team.
The ideal candidate will have strong SAP experience to support implementation, system improvements, and data-integrity initiatives.
Company Benefits Include
- Health Insurance through Cigna
- Dental and Vision Insurance
- Employer paid Long Term Disability Insurance
- Employer paid Life Insurance with option for additional Voluntary Life Insurance
- 401(k) Retirement plan
- Safety shoe allowance
- 3-weeks PTO, accrual starting on day one
- 8 paid holidays plus paid Birthday holiday
- Parental Leave
Company Perks Include
- Quarterly company lunches
- Annual company picnic for employees and their families
- Fun Department activities
- Company Happy Hours and other fun events throughout the year
- Casual dress code
- Employee Referral Program
- Volunteer opportunities
- Tuition Reimbursement
Job Responsibilities
- Maintain customer demand forecasts and forecast assumptions within SAP
- Review customer forecast changes and communicate significant demand shifts to production planning and operations teams
- Review purchase orders for terms, pricing, and part number alignment to generate order acknowledgements for customer-specific product
- Pull EDI customer shipments from supplier portals for processing
- Generate progress invoices as required and monitors payment receipt before shipment
- Work with A/R on net payment terms approvals
- Process order documentation including packing lists, international customs documentation, certification of conformance in preparation for shipment
- Invoice product at shipment and sends invoice and tracking to customer
- Process credit card payment approvals
- Coordinate customer arranged shipments pending BOL’s and shipping labels through direct communication and through customer shipping portals
- Move all documentation to shipping when ready for shipment
- Update sales orders as shipping dates change and update customers and sales staff
- Update all internal tracking documents related to order processing
- Respond to customer inquiries regarding orders and shipping schedules
- Generate RMAs upon request
- Create RMA electronic files for storage of supporting documentation and reports
- Track RMAs through engineering, production, and quality to resolve and return product to customer
- Maintain RMA trackers
- Administrative oversight and organization of product recalls and rework process to support engineering
- Update job specific work instructions, training procedures, and general documents
- Support Sales Team
- Perform other duties as assigned
Qualifications
- Associate's or Bachelor's degree in business, supply chain, operations, or related field, or equivalent work experience
- Hands-on experience using SAP for sales-order processing, customer scheduling, demand management, forecasting, customer service, or related business function (required)
- 2-3 years of experience customer service experience in a manufacturing environment (required)
- Demonstrated proficiency in MS Office Products
- Strong multi-tasking, analytical thinking, and problem-solving skills
- Exceptional interpersonal skills and well established written and verbal communication skills
- Excellent organizational skills and attention to detail
- Experience in small business environment a plus