Customer Service Representative

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Customer Service:

• Receive incoming customer telephone calls, fax and e-mail order entry information. Establish and maintain positive working relationships with customers.
• Provide price quote and delivery information for incoming orders and for phone, email, fax and website inquiries.
• Enter customer purchase orders. Create sales order and production order. Send order confirmation to customer.
• Alter production order routing; add operations for reworks, outsource, etc.
• Coordinate output when purchase orders are ready to ship; close production orders, correct production order quantities when needed, create delivery note, gather jobs to ship each purchase order complete and send to shipping department.
• Address and resolve customer inquiries, problems and complaints regarding products, billing, etc.
• Provide accurate and timely information regarding the status of open orders to customers.
• Unpack, sort and identify incoming customer tools (series number, tool type, and diameter) for quotation and/or order entry.
• Provide inside support to the outside sales representatives as needed.
• Address and resolve complaints and make recommendations regarding the return of product and the issuing of credits to customers to maintain customer goodwill.
• Write up any credit requests (pricing, freight, etc.) and send to the accounting department; keep a copy for records.
• Communicate with accounting department when customer credit status has changed.
• Create new customer if needed; add new "ship to" customer and/or "freight payer" if not in system and maintain customer files.

• Analyse current and backlog job orders and accordingly develop production plan and schedules with Managers to improve turnover.
• Prepare production orders by including manufacturing print (if needed) and customer print if available. Note tool type, coating style, dimensions and any special instructions. Match job paperwork with tools and send to shop.
• Work with the Coating Division Manager/Reconditioning Manager to expedite customer orders.
• Become knowledgeable in Guhring's coating services, industry terminology, company operations and capabilities.
• Follow acceptable coated product for PVD coating checklist and verify there are no unacceptable defects prior to shipment.
• Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
• File open production orders, file closed production orders, organize and maintain file cabinets.
• Complete and maintain all required paperwork, records, documents, etc.
• Prepare all assigned reports and correspondence accurately and on time, to include open work orders, warranty work, billings, etc.
• Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
• Assist production shop floor when needed.
• Perform other duties as assigned by the department managers.

Requires a high school diploma and one to three years of related experience or a combination of education and experience.

SKILLS/EXPERIENCE:

• Proficient in administrative and documentation procedures.
• Knowledge of customer services ethics, principles and procedures.
• Should have great communication skills: both written and verbal.
• Ability to maintain professionalism and composure when communicating with customer.
• Ability to read and interpret documents such as open orders, blueprints, and procedure manuals.
• Ability to prepare reports and correspondence.
• Should demonstrate good attention to detail, listening skills, versatility and multi-tasking.
• Knowledge of industrial cutting tools (e.g. drills, end mills, dies, etc.) preferred, but not required.
• Individual must have strong work ethic, be high-energy, and detail-oriented.
• Must be competent in using Microsoft Word and Excel for generating written reports and spreadsheet. Prefer with previous experience using SAP software.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent. Prefer with additional education or demonstrated experience in basic accounting practices.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.