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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 delivering exceptional service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities- Customer Satisfaction: Improve levels of customer satisfaction in all facets of customer service, consistent with business goals.
- Liaison and Communication: Act as liaison between MASHPOINT LLC and customers to ensure excellent communication and customer relations are sustained.
- Professional Image: Maintain a professional image while answering customer inquiries and resolving outstanding concerns.
- Customer Support: Answer customer inquiries in person, via phone, and through email.
- Site Support: Supports onsite customer visits and coordinates cross-organizational resources.
- Escalation Management: Attends mandatory pit stops to discuss escalations and issues with cross-organizational resources.
- Tier Meetings: Attends daily Tier meetings.
- Quote and Order Management: Provides customers with price and delivery to fulfill RFQs, follows up on outstanding quotes, and converts to orders.
- Contract Review and Order Entry: Completes contract review, order entry, and submits POs for internal flow down execution.
- Customer Portal Management: Accesses and maintains customer portals daily for assigned accounts.
- Empathy and Problem-Solving: Displays empathy for customer concerns and handles situations in the best interest of the company and customer.
- Research and Resolution: Researches and resolves pending items, customer concerns, and complaints in a timely manner.
- Expedite Requests and Recovery Plans: Coordinates with internal departments to support expedite requests and create recovery plans for delinquent orders.
- Cross-Functional Meetings: Attends cross-functional meetings required to support customer issues and expectations.
- Backlog Audits and PO Reconciliation: Performs backlog audits and PO reconciliation for assigned accounts on a regular basis.
- Customer Demand and Risk Mitigation: Evaluates customer demand, inquiries, and mitigates risk for customers and the company.
- Account-Specific Work Instructions: Maintains account-specific work instructions for assigned customers.
- Forecasting Module Updates: Updates forecasting module regularly to ensure appropriate demand loaded for assigned accounts.
- Collection Efforts: Assists Accounting and Shared Services with collection efforts.
- Export Compliance: Complies with export compliance guidelines.
- Company Policies and Procedures: Follows company policies and procedures.
- Long-Term Relationships: Builds long-term relationships with new and existing customers.
- Team Success: Contributes daily to team success by displaying a positive attitude while assisting customers and employees.
- Operating System and 6S Initiatives: Actively supports Operating System and contributes to 6S initiatives.
- Additional Support: Provides further support as requested.
- Balance of Responsibilities: Balances team and individual responsibilities.
- Problem-Solving and Adaptability: Identifies and resolves problems quickly and accurately, and is willing to change and strive for improvement.
- Education: Bachelors Degree or Equivalent.
- Experience: 5 or more years as a Customer Service Representative in a Manufacturing Environment.
- Manufacturing/Aerospace Experience: 3 or more years in manufacturing/aerospace.
- Contracts Management Experience: Experience with Contracts Management, FAR/DFAR compliance, and obligations.
