Senior Customer Service Representative

  • Lin Engineering Inc
  • Morgan Hill, CA, USA
  • Jul 23, 2020

Job Description

Description: Summary: The Senior Customer Service Representative function is part of the sales group dealing primarily with order entry and reschedules. Essential Duties and Responsibilities include the following. Other duties may be assigned. Create new customer profiles in ERP Order entry including regular and blanket purchase orders, credit card orders, etc. Review purchase order terms and conditions Maximize On Time Delivery (OTD) by coordinating with materials and manufacturing groups to provide customers with the best possible delivery dates Work through part shortages list and communicate late deliveries to customers Work with supply chain on product forecasts and future usage Follow up on order backlog for assigned territories Handle purchase order reschedule requests Enter and maintain commission schedules Manage month end pull-in’s with supply chain Safety stock review with supply chain Assist accounting department with customer credit holds General customer service including order status, tracking # requests, accounting inquiries, etc. Provide accurate and timely product support to customers, sales representatives and LIN account managers / sales engineers. This includes lead times, confirmation of purchase orders, engineering and manufacturing developments affecting customer orders, etc. Perform as a back-up to the RMA Coordinator Address customer issues and ensure effective and long-term problem resolution. Perform other duties as assigned. General Requirements: Meets or exceeds performance factors indicated on Performance Appraisal form. Demonstrates and abides by the Company Core Values and operating principles. Supports Lean implementation using such lean methods including but not limited to: Process Mapping, Visual Management, Workplace Layout, Standard Work and How to Reduce 7 Wastes. Establishes and maintains effective channels of communications with managers, co-workers, affiliates, vendors, and all other business contacts. Uses equipment and materials in a safe and acceptable manner, follows established safety procedures, uses appropriate safeguards, and observes common sense rules of safety in all on-the-job activities. Conducts self in a manner reflecting credit on Lin Engineering and encourages others to do the same. Must be organized, creative, independent and self-motivated, enthusiastic, dependable, detail-oriented, flexible in scheduling and prioritization, and driven by excellence. Must be able to adjust tasks and focus with poise, and in accordance with changing deadlines and priorities. Must possess proficient written and verbal communication skills, including accurate grammar and business correspondence knowledge. Thorough knowledge of clerical and administrative practices and skilled in customer service. Must present a neat, professional appearance. A good sense of humor and belief in working as a cohesive team. Deliverables/KPIs Timely and Accurate Order Entry / Reschedules OTD – C Professional Customer Service Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. Experience in a manufacturing facility is highly desirable. Education and/or Experience: At least two years related experience and/or training; or equivalent combination of education and experience. Computer Skills: Proficient with MS Office including Outlook, Word and Excel. SAP, Salesforce or other CRM software experience. ERP experience Language Skills: Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. General Job Performance Standards: Employees must meet the following general job performance standards: Knowledge Of Work – Posses and utilizes knowledge of the job which is essential to perform the specific functions and related work. Quantity Of Work – Accomplishes an appropriate volume of satisfactory work under normal conditions. Ability to produce results. Quality Of Work – Consistently demonstrates accuracy, thoroughness, neatness and dependability to produce work within acceptable standards. Timeliness – Completes assignments on or ahead of schedule. Ability To Learn New Duties – Interprets, learns and responds to instructions for new situations, procedures or methods. Teamwork – Places goals of Lin Engineering foremost when interacting with others at all levels. Builds an environment that fosters teamwork and enhanced task accomplishment through positive and supportive cooperation. Communications – Demonstrates relevance and clarity of written and oral expression. Expresses ideas clearly and demonstrates effective listening skills. Effective in exchanging ideas and information. Applies to communications with both co-workers and customers. Job Commitment – Shows initiative in willingly accepting responsibility. Performs expected and unexpected tasks, demonstrates tenacity in completing tasks. Willingly exerts extra effort when necessary to get the job done without being directed to do so. Attendance & Punctuality – Shows daily ability to be at work at scheduled time, including being prepared to work on time after breaks, meal periods and other authorized absences from work. Decision Making & Judgment – Gathers relevant data, sets clear objectives, evaluates alternatives, makes timely decisions and commits to courses of action. Uses sound judgment: does not act impulsively in reaching decisions. About Us: At Lin Engineering, we design and manufacture the smoothest, most accurate, and most innovative step motors available anywhere. During the last 25 years, we have reinvented and perfected step motor technology in order to solve problems that had no clear solutions. Today, with our large assortment of standard and custom stepper motors, we are able to provide solutions to even the most unique pains in motion control. Our motors end up in applications that change the world. We have a reputation in the industry for providing solutions through our knowledgeable staff, having quick response times, and high performing quality products. Our quality management system is ISO 9001 certified, and our AS9100 certification ensures that we comply with aviation, space and defense industry standards. . Requirements: Essential Duties and Responsibilities include the following. Other duties may be assigned. Create new customer profiles in ERP Order entry including regular and blanket purchase orders, credit card orders, etc. Review purchase order terms and conditions Maximize On Time Delivery (OTD) by coordinating with materials and manufacturing groups to provide customers with the best possible delivery dates Work through part shortages list and communicate late deliveries to customers Work with supply chain on product forecasts and future usage Follow up on order backlog for assigned territories Handle purchase order reschedule requests Enter and maintain commission schedules Manage month end pull-in’s with supply chain Safety stock review with supply chain Assist accounting department with customer credit holds General customer service including order status, tracking # requests, accounting inquiries, etc. Provide accurate and timely product support to customers, sales representatives and LIN account managers / sales engineers. This includes lead times, confirmation of purchase orders, engineering and manufacturing developments affecting customer orders, etc. Perform as a back-up to the RMA Coordinator Address customer issues and ensure effective and long-term problem resolution. Perform other duties as assigned.