Customer Service Representative
- Support the Customer Service functions and act as the go-to representative for all customer related topics.
- Quick learning ability to grasp technical knowledge of ACE Shock portfolio including customers and applications.
- Excellent and timely communication relating to customer (internal and external) inquiries and requests.
- Enter sales orders into the ERP system (QAD) and perform routine sales order maintenance as required.
- Maintain Customer Master per assigned accounts.
- Timely collaboration with Area Sales Managers (ASM) and Application Engineers (AE) for problem resolution/priorities and project management.
- New customer program awareness/execution of customer procedures.
- Manage customer requirements regarding pricing, delivery, and issue resolution.
- Maintain a high level of order accuracy and confirmation.
- Price verification as required including RFQ coordination and sales quotes.
- Keep quotes organized and updated in CRM (SAP C4C).
- Coordinates shipments/expedite(s) as required.
- Monitor customer demand and collaborate with Production Planning/Purchasing to insure on-time delivery.
- Resolve/collaborate on customer credit/debit requests.
- RMA requests coordination for warranty, standard repairs and returns.
- Maintain delivery performance report(s), as applicable.
- Resolves customer credit and debit issues working directly with Finance.
- Maintain export control compliance working with Finance and Shipping to ensure countries shipped to are in accordance with EAR regulations.
- Responsible for continuous improvement within job function.
- Minimum of three to five years applicable customer service experience in a manufacturing environment required. Knowledge of working with distributors is a plus.
- High School Diploma or approved GED; Minimum of a 2-year degree preferred.
- Proven history of team building, leadership and process improvements.
- Knowledge of QAD or SAP preferred; knowledge of SAP C4C CRM is a plus.
- Excellent communication (verbal and written) and organization skills required.
- Strong time management and multitasking ability.
- Strong problem-solving skills required.
- Strong attention to detail.
- Must be able to work with minimum supervision and effectively prioritize tasks relative to importance.
- Must be capable of working under stressful time constraints.
- Must observe existing organizational procedures and work instructions.
- Abide by all company rules relative to safety, confidentiality, and organizational directives.
- Software skills required: strong knowledge of Microsoft 365 (Teams, Outlook, Excel and Word), QAD and/or SAP experience is a plus.
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