Customer Service Representative

Job Description

Servicing customer needs through Design for Manufacturing (DFM), and Delivery/Pricing in an advanced technology Printed Circuit Board (PCB) manufacturing environment. Management of the customer experience, providing superior customer service from quote to delivery. Working with Manufacturing and Quality teams to ensure customer orders are delivered on time and keeping customers appraised of any delivery issues. Working with Engineering teams to develop quotes that provide pricing and delivery commitments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive customer contacts by email, telephone, or in person. Responds to all customer inquiries regarding Requests for Quote (RFQ), shipment inquiries, quality issues, or general information, and distributes to the appropriate staff members, and/or determines and implements appropriate disposition.
• Responsible for managing and distribution of incoming manufacturing data to develop quotes.
• Responsible for entering Sales Orders and communicating critical material or quality requirements to the team members in Engineering, Manufacturing, or Quality Assurance.
• Keep customers informed about the progress of their jobs.
• Performs any other duties necessary related to customer service or to achieve customer satisfaction.

ORGANIZATIONAL RELATIONSHIP

Reports to Customer Service Manager. Coordinates activities with the Engineering Manager, Director of Quality Assurance, Sales personnel, and Production Management.