Job Title: Customer Service Specialist
Willington Nameplate
Reports To: Customer Service Leader
Hourly Position Hours per week: 40
Summary: Responsible for all customer service interaction and documentation related to order entry, estimating and overall customer care
Essential Duties and Responsibilities:
• Maintain the highest quality standards and the right to stop production on any job if those quality standards are not met
• Assist in any and all areas within the company on an “as needed” basis
• Review Blueprints and specifications. Recommend deviations where applicable.
• Prepare and process estimates within the ERP system
• Review pricing history and provide quotations to customers
• Prepare and process sales orders and job travelers within the ERP system
• Provide acknowledgments and delivery status information to customers
• Conduct quote follow-up and after sale follow-up
• Work with team leads on any quality issues and resolutions
• Utilize call management to document critical customer dialogue
• Review orders for specific part pricing history and make price adjustments as necessary
• Perform account review and analysis
• Follow standard work for all core processes
Level 1 Qualifications: The candidate will have the following knowledge, skill, and/or abilities:
- strong organizational skills
- an attention to detail
- strong math skills
- familiarity with Microsoft products
- knowledge of customer terms and conditions
- a basic understanding of blueprints and customer specifications
- effective communication skills, both written and verbal
- the ability to
- perform and complete assigned tasks within a specified timeframe
- configure all existing (repeat) items within ERP with no assistance
- process all (complexity 1) repeat and new item orders with no assistance
- process (complexity 2) repeat orders with some lead support
- assist in basic estimating on an as needed basis
Level 2 Qualifications: The candidate will have the following knowledge, skill, and/or abilities. (Includes all qualifications from previous level)
- a solid understanding of blueprints and customer specifications in order to compare orders to estimates
- a firm understanding of MIL Standards
- the ability to create pricing spreadsheets and assist in package estimates
- a strong understanding of customer quality clauses
- proficiency in customer account setups and its management
- a strong understanding of customer portal requirements
- a basic understanding how to complete gang jobs with lead support
- the ability to
- determine customers’ needs and provide the proper assistance or guidance
- process all (complexity 2) repeat estimates and orders
- process (complexity 2) new item estimates and orders with little or no assistance
- process (complexity 3) repeat orders with some lead support
Level 3 Qualifications: The candidate will have the following knowledge, skill, and/or abilities. (Includes all qualifications from previous levels)
- a proficiency with Microsoft products
- a solid understanding of Military and/or Government contracts
- be proficient in all customer portals
- an understanding of sub-assemblies/kitting process with some lead support
- an understanding of sub-assemblies/kitting process with some lead support
- the ability to
- process all (complexity 3) new and repeat estimates and orders
- process all gang jobs
- discuss complex requirements with clients in order to design and engineer parts
Education/Experience:
• High School diploma, GED
• Associate or Undergraduate degree preferred
• Minimum 3 years of experience in related field
Physical Demands (reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties):
• Ability to sit for long periods of time
Please email resumes to Kitty Ricci, HR Leader at kricci@wnpinc.com