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Customer Service Representative
2 months ago
MASHPOINT LLC is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for managing and supporting key customers and territories.
Key Responsibilities- Improve levels of customer satisfaction in all facets of customer service consistent with business goals.
- Act as liaison between company and customer to ensure excellent communication and customer relations are sustained.
- Maintain a professional image while answering customer (internal and external) inquiries and resolving outstanding concerns.
- Provide customers with price and delivery to fulfill RFQs.
- Follow up on outstanding quotes and convert to orders.
- Complete contract review order entry and submit POs for internal flow down execution.
- Access and maintain customer portals daily for assigned accounts.
- Display empathy for customer concerns and handle situations in the best interest of the company and customer.
- Research and resolve pending items, customer concerns, and complaints in a timely manner.
- Coordinate with internal departments to support expedite requests and create recovery plans for delinquent orders.
- Attend cross-functional meetings required to support customer issues and expectations.
- Perform backlog audits and PO reconciliation for assigned accounts on a regular basis.
- Evaluate customer demand inquiries and mitigate risk for customers and the company.
- Maintain account-specific work instructions for assigned customers.
- Update forecasting module regularly to ensure appropriate demand loaded for assigned accounts.
- Assist Accounting and Shared Services with collection efforts.
- Comply with export compliance guidelines.
- Follow company policies and procedures.
- Build long-term relationships with new and existing customers.
- Contribute daily to team success by displaying a positive attitude while assisting customers and employees.
- Actively support Operating System and contribute to 6S initiatives.
- Provide further support as requested.
- Balance team and individual responsibilities.
- Identify and resolve problems quickly and accurately.
- Willingness to change and strive for improvement.
- Bachelor's Degree or Equivalent.
- 5 or more years as a Customer Service Representative in a Manufacturing Environment.
- 3 or more years in manufacturing/aerospace.
- Experience with Contracts Management FAR/DFAR compliance and obligations.
