Customer Service Representative

Job Overview

We are seeking a highly skilled Customer Solutions Specialist II to join our team.

The Customer Solutions Specialist plays a crucial role in acting as a direct link between the company and customer. They interact with customers, sales, and production to handle the overall customer order process that includes pre-sales and post-sales service functions.

Key Responsibilities And Duties

• Perform Order Accuracy Review to ensure all order details are accurate.
• Position is required to be on-site at the assigned facility to closely collaborate with production, quality, sales, and logistics to quickly coordinate and resolve issues. Handling customer complaints effectively is crucial. The CSS investigates issues, communicates with relevant departments to find solutions, escalates as appropriate, and ensures customers are satisfied with the resolution.
• Handles incoming orders from customers via customer communication, ensuring accuracy and timely processing. This includes entering orders into the system, verifying pricing and availability, and coordinating with other departments like production and shipping.
• Coordinates with Sales and Engineering to ensure customer provides information required to issue quotes.
• Coordinates customer orders with operations to meet plant lead times and communicates commitments to the customer. Keeps customers informed of their orders, updates delivery times, and any potential delays. Maintains clear and proactive communication with customers to manage expectations and build trust.
• Keeps accurate records of customer interactions, orders, and complaints. May generate reports on key metrics such as on-time delivery, order turnaround time, customer satisfaction scores, and response times.
• May be required to download and upload customer data to and from customer portals.
• Leads customer conference call meetings to provide open order status updates as required.
• Works with operations to provide expedites when possible. Ensures orders are billed accurately for any expedites or change requests.
• Follows up with customers to close order documentation gaps and disposition part cleaning issues so that orders are completed and shipped on time.
• Prepares documents/trouble tickets related to processing returns (RMA/FOI).
• Works with the sales and credit department to resolve customer payment issues as requested.
• Completes forms for new accounts, credit applications, and other applicable approvals as assigned.
• Serves customers by answering product and service questions including providing information on other products and services.
• Maintains customer records by updating account information.
• Nurtures relationships with key customers by understanding their needs, preferences, and buying patterns. This involves proactive outreach, follow-up on orders, and identifying opportunities for upselling or cross-selling products and solutions where appropriate.
• Maintains financial accounts by processing customer adjustments through to the credit department.
• Prepares product or service reports by collecting and analyzing customer order information.
• Resolves credit issues when needed, including creating credit memo requests.
• Effectively makes decisions to support customer requirements while balancing them with needs/procedures of the company.
• Collects and analyzes forecast data and/or metric scorecards received from customers.
• Skilled at communicating and managing multiple customers and tasks with little to no supervision.

Required Qualifications & Skills

• Associate's Degree or equivalent experience.
• Minimum 1 year customer service experience.
• Intermediate skills in Microsoft Office: Word, Excel, PowerPoint.
• Effective oral and written communication skills.
• Detail-oriented and organized.
• Comfortable working on multiple projects simultaneously.
• Effective in a fast-paced work environment.
• Positive attitude.
• Highly responsible and dependable.
• Effective time management skills and sense of urgency.
• Strong planning and scheduling capabilities.
• Problem-solving skills.

Preferred Qualifications & Skills

• College Degree or equivalent experience.
• 3 years customer service experience.
• Experience with order processing software, Oracle Netsuite, SAP.
• Experience with RMA procedures.
• Skills in inside sales, customer service, account management, business development customer support.
• Semiconductor industry experience.

Work Environment & Schedule

• Working hours are typically 8am-5pm, Monday – Friday, however, this may be adjusted based on customer needs.
• May be required to work on rotating weekend coverage.
• May be required to work holidays per Manager scheduling.
• Supports coverage for CSS staff on PTO, travel, etc. per Manager scheduling.
• Coordinates PTO with Manager and back up to ensure account coverage.
• This role is required to be on-site at the assigned facility 5 days a week.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirement

• None.

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