Job Title: Customer Service Specialist
Willington Nameplate, Inc.
Reports To: Customer Service Leader
Summary: Responsible for all customer service interaction and documentation related to order entry, estimating and overall customer care.
Essential Duties and Responsibilities:
• To maintain the highest quality standards and the right to stop production on any job if those quality standards are not met.
• Willing to assist in any and all areas within the company on an “as needed” basis.
• Blueprint and specification review. 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 requirements listed below are representative of the knowledge, skill, and/or ability required.
• Strong organizational skills
• Detail oriented
• Strong math skills
• Familiar with Microsoft products
• Basic understanding of blueprints and customer specifications
• Communicates effectively both written and verbally
• Ability to perform and complete assigned tasks within a specified timeframe
• Can configure all existing (repeat) items within ERP with no assistance
• Ability to process all (complexity 1) repeat and new item orders with no assistance
• Ability to process (complexity 2) repeat orders with some lead support
• Understands customer terms and conditions
• Able to assist in basic estimating on an as needed basis
Level 2 Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. (Includes all qualifications from previous level)
• Solid understanding of blueprints and customer specifications in order to compare orders to estimates
• Solid understanding of MIL Standards
• Can create pricing spreadsheets and assist in package estimates
• Strong understanding of customer quality clauses
• Is able to discern customers’ needs and provide the proper assistance or guidance
• Ability to process all (complexity 2) repeat estimates and orders
• Ability to process (complexity 2) new item estimates and orders with little or no assistance
• Ability to process (complexity 3) repeat orders with some lead support
• Has a basic understanding how to complete gang jobs with lead support
• Is proficient in customer account setups and its management
• Has a strong understanding of customer portal requirements
Level 3 Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. (Includes all qualifications from previous levels)
• Proficient with Microsoft products
• Solid understanding of Military and/or Government contracts
• Is proficient in all customer portals
• Ability to process all (complexity 3) new and repeat estimates and orders
• Ability to process all gang jobs
• Understands sub-assemblies/kitting process with some lead support
• Has the ability to 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’ 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
Hourly Position Hours per week: 40
Please email resumes to Lynn Dwyer, Personnel/HR Manager at ldwyer@wnpinc.com