Customer Service Representative
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Key Name Description Key Name Description Key Name Description -

- Customer Service Representative

Job ID 12933 **Customer Service Representative**

Regular USA, Texas, Greenville, Texas Job Overview and Responsibilities The Customer Service Representative (CSR) forms part of the Customer Services Team, and sites in one of the Customer Service Hubs, at the edge of both Commercial and Supply Chain organizations. The CSR manages and supports a specified portfolio of customers for which he/she possesses in depth understanding of their needs. Process and maintain customer orders in a responsive and thorough manner. Guides customer requests through our organization to ensure fast and satisfactory turn-around.

* Own communication between the organization and the customer as the SPOC for Customer Service.

* Manage special customer requests in conjunction with Supply Chain Team and Product Managers.

* Manage customers order book through to accurate invoice payment; excellent understanding of customers requirements.

* Ensures Master data information for all customers is accurate at all times.

* Lead Partner Managed Inventory (PMI) discussions with customers.

* Provide customers with materials price quotations for non-strategic customers.

* Works closely with the Plants (Site Liaisons, Planning, Quality, Labs, Logistic, Product Managers) to ensure all teams are aware and aligned with customers needs.

* Manages compliance related issues and need for export licenses.

* Administers all orders ensuring only accurate and legally compliant data is transposed into the ERP system.

* Manages customer portals (document downloads/uploads, provide updates) in a timely manner.

* Ensures all documents are properly located in the correct drives for audit related purposes.

* Ensures pricing is accurate at all times, working closely with the Pricing and Data Management Teams.

* Implements credits/debits/rebates, working closely with Sales and Complaints Management teams.

* Prepares and executes PMI data changes for the customer.

* Has an excellent knowledge of our compliance obligations and initiates the need for export licenses as and when needed. Ensures all due diligence is carried out for compliance prior to data entry.

* Is able to action post shipment requests for missing paperwork packing slips/certs etc.

* Has an excellent understanding of ERP system is able to navigate through all sales/planning related screens accessible.

* Understands the life cycle of the sale and is therefore able to accurately OTIF code.

Education and Experience

* Minimum high school or equivalent education. Some college preferred - business or communications.

* Minimum of 3 years experience as a customer service representative in a fast paced manufacturing environment. Work experience will include working in an ERP environment with strong team work skills and cross functional experience.

Skills

* Customer focused, team player, with excellent communication and diplomacy skills both with internal and external customers in order to accomplish tasks.

* Demonstrates the ability to make sound business decisions that support customers requirements while complying with documented guideline and policies.

* Demonstrates the ability to solve customer problems in a changing environment without completely defined process steps for success.

* This position requires a high degree of proficiency in organizational skills to handle detailed information and the timely processing of the information to ensure customer satisfaction.

* The willingness to learn and apply basic technical information/terminology and be familiar with material applications is essential.

* Working knowledge and understanding of SAP

* Aerospace experience is preferred

* Good understanding of export compliance would be a plus

* Broad knowledge of the business and customer base would be a plus

Job ID 12933 Customer Service Representative Regular USA, Texas, Greenville, Texas