Customer Service Specialist

Responsible for acting (in coordination with Sales) as the central point of contact for Customers to manage order activities; ensure Customer satisfaction; and assist to achieve Companys key performance targets.

• Create and maintain the Customer database with all Customer information including: Account number, Billing and Shipping addresses, Contacts, Representatives (Sales, Customer Service, Planning), Financial information, Shipping Manifests, Industry Classifications, Customer Specific Quality and any other requirements per EUP instructions
• Act as the main point of contact for assigned Customers regarding requests for schedule, quantity or engineering changes; quality issues relating to products; or shipping details/tracking. Work with Sales, Engineering, Production, Quality and Shipping to provide responses and updates
• Enter and maintain the Customers purchase orders to ensure the Customers requirements are accurately entered into the system for further processing by Engineering, Production, Quality, Shipping and Accounting processes
• File and maintain both physical and electronic records related to Customer quotes, applications, orders, and RMAs
• Support coordination of activities between Sales, Quotations, Engineering, Production, Quality, and Accounting for the benefit of Prospective and current Customers
• Utilize the Case Management system by following EUP instructions to record and process Customer returns or complaints
• Communicate with customers regarding RMA approvals, denials, and any additional information required
• Manage the Customer Order entry for replacement parts on approved and completed RMAs
• Document responses to Customer to ensure that: 1) an inquiry is answered or issue resolved; 2) the length of time involved is timely; and 3) the Customer is satisfied
• Proactively work to prevent or resolve potential issues by monitoring Customer activities and seek resolution with Manager
• Cultivate strong relationships with assigned Customers to ensure high levels of satisfaction
• Actively work with Customers to promote additional sales opportunities
• Answer phones and greet visitor in a professional and efficient manner that promotes the company
• Maintain appropriate confidentiality in regards to Customers, accounts and internal processes
• Ensure on a daily basis that workstation area is clean and orderly
• Use office equipment including but not limited to: copier, scanner, computer, printers, and telephone/paging system
• May assist in forecasting demand and adjusting orders accordingly

May be required to follow other job-related instructions and duties as requested, subject to applicable state and federal laws.

• Minimum 2 years in Sales/Customer Service environment preferably within a manufacturing company
• Strong organizational and problems solving skills both individually and as part of a team
• Ability to prioritize in fast paced environment multitasker with high level of accuracy and attention to detail
• Detail-oriented with mathematical aptitude
• High level of customer focus with ability to maintain a positive attitude
• Fully proficient in MS Office applications (Outlook, Excel, and Word) and able to perform tasks within companys ERP system (Epicor preferred)

Preferred Qualifications:

• Knowledgeable in the use of various ERP systems including database management systems
• Bilingual in Spanish written and spoken

Physical Requirements:

• Ability to communicate with others
• Accommodation as required for reading documents, prints, and computer screens

Working Conditions:

Typical metal manufacturing environment with exposure to powder coat paint facility. Sedentary work that primarily involves sitting/standing, filing and computer skills.

Benefits Programs

Group Medical, Dental and Vision insurance available at 31st day of full-time employment.

Company-provided Term Life Insurance on the 1st of the month following or coinciding 90 days of employment.

Participation in our 401(k) program on the 1st of the month following or coinciding 30 days if employment, which includes fully vested company matching.

Short and Long Term Disability program after 1st year of employment.

Paid Time Off

Company Paid Holidays after 30 days employment.

IL Paid Leave for All Workers Act (PLA)

Vacation Time is based on employment anniversary and will be given per the following schedule:

1 week after 6 months, 1 week after 1 year, 2 weeks after 2 years, 3 weeks after 5 years.