Reports to: Customer Service Leads
Summary: Responsible for all customer service interaction and documentation related to order entry, and overall customer care
Essential Duties and Responsibilities:
- To maintain the highest quality standards and the right to stop production of 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
- Prepare and process sales orders and job travelers within the M1 system
- Provide acknowledgments and delivery status information to customers
- Conduct after sale follow up
- Work with team leads on any quality issue 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
- Detailed oriented
- 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 M1 with no assistance
- Ability to process all (complexity 1) repeat and new item orders with no assistance
- Abilitiy 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
- 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 orders
- Ability to process (complexity 2) new item 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 orders
- Ability to process all gang jobs
- Understands sub-assemblies/kitting process with some lead support
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
Grade level: Hourly Hours per week: 40
Please email resumes to Lynn Dwyer, Personnel/HR Manager at ldwyer@wnpinc.com