Customer Service Rep - I

Summary of Position/Purpose:

The Customer Service Representative will provide information in response to customer inquiries concerning account status, products, services, purchase orders and shipments. This role will also resolve product and service-related needs and issues in a timely and professional manner.

Essential Duties, Functions and/or Responsibilities:

• Interacts with customers and provides information in response to inquiries about accounts, products, and services.
• Handle dispute resolution on customer complaints, special orders, and/or returns.
• Single point of contact for all quote entry into the ERP System.
• Prepares necessary documentation for basic price quoting not found in the price book.
• Perform primary Contract Review at the quoting stage, customer PO acceptance stage, during the order entry stage and the final order entry review stage.
• Upselling and Cross-selling of products to improve profitability through usage of Proton AI system.
• Price products to maximize overall profitability for the Company. Follow corporate pricing guidelines when possible.
• Research, source, and price new products.
• Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT).
• Maintain records of customer purchases and associated correspondence and file according to a standardized company format.
• Collaborates with Accounts Receivables Clerk to verify credit status as required.
• Follow standardized company format for maintaining supplier PO due dates.
• Maintains accurate customer records, (including pricing records) in PDT.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maximize profitability by optimizing pricing, order size, order frequency and product selection.
• Prepares necessary paperwork for debit or credit issues (RMA).
• Understands basics of Aerospace order processing, exportation process, and maquila process.
• Primary understanding of order to cash processing and Loop/Order Automation.
• Ability to navigate vendor and customer portals as well as Hisco.com/TestEquity.com.
• Processes maintenance for a limited amount of House accounts.
• Ability to process Return Material/Correction Return orders.
• Indirectly responsible for product quality.
• Other duties as assigned