Customer Service Specialist

Remtec specializes in the development of advanced and high-performance ceramic packaging technology, PCBs, substrates, and components utilized across the electronics industry in aerospace, defense, medical, industrial, telecommunications, and automotive markets. We deliver creative, cost-effective metallized substrate and packaging solutions designed to any specification. Our solutions are particularly well-suited for challenging high-power, high-circuit-density, and mission-critical applications, and can be applied across a broad range of frequencies.

The team is seeking a Customer Service Specialist to work with internal and external customers to coordinate, manage, mediate, and negotiate any item or activity such as price, delivery, quality, and responsiveness. In order to maximize customer satisfaction this job requires timely and accurate responses to requests for quotes, material planning, order entry, engineering holds, order changes, schedule sharing, order status, requests for Return Material Authorizations (RMA), and resolution of shipping and accounting issues. This position requires continuous improvement in cycle time for customer communications to maintain the highest level of customer satisfaction.

Duties and Responsibilities:

• Initiate quote process in internal quoting system and complete phase gate checklist.
• Follow order entry procedure upon receipt of all orders.
• Enter Sales Orders and work with planning to meet requested lead times/ship dates.
• Transmit order acknowledgement to customer.
• Save all pertinent documentation in product files.
• Work with customer weekly or monthly forecasts provide production quantities to planning to meet the customer min/max inventory requirements. Complete all order entry and/or change orders to maintain scheduled requirements.
• Maintain weekly forecast information.
• Enter changes as requested for expedites, pushouts, cancels, and customer holds.
• Work with Production Control to meet customer demands and forward acknowledgement to customer.
• Submit cancellations per procedure and obtain approvals as needed.
• Transmit charges to customer and monitor for invoicing and payment.
• Set up new part information as required, and modify sales order as appropriate.
• Receive requests for returns and work with quality department for appropriate approvals.
• Obtain RMA number via system and set up for return order; Transmit RMA number to customer.
• Work closely with Operations, Engineering, and Quality to accurately give order updates and to resolve on time delivery and quality issues.
• Receive requests for returns and work with quality department for appropriate approvals.
• Communicate in a timely manner, keeping the customer informed. Work expedited ship methods as needed to meet committed Dock dates.
• Work with Accounting for customer monthly statements to resolve overdue payments when there are issues regarding unit price, quantity, etc.
• Be actively involved with the internal teams within the department to reduce cycle times and order entry errors to promote continuous improvement.
• Work with Account Managers to compile various activity reports designed to generate sales forecasting data and sales strategies.
• Cold-call customers or prospective customers to drive business.
• Work with Site Management, Sales, and Production to ensure customer satisfaction, effective pricing strategies are in place, NPI execution, and business growth.
• Collaborate with Sales and Operations teams to find ways to create cost-effective business processes to attract new customers.
• Supports Sales in various business initiatives.

Minimum Job Qualifications:

• Minimum of 2 years of Manufacturing or Printed Circuit Board (PCB) experience is required.

Knowledge, Skills and Abilities Required:

• Must have above average computer skills and be highly proficient in Excel and Office 365, CRM, and other business systems software.
• Outstanding written and oral communications skills.
• Ability to work independently as well as part of a team is essential.
• Must be able to quickly react to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to manage conflict with internal and external customers to maintain the highest level of customer satisfaction
• Working knowledge of all aspects of inside sales functions is preferred.
• Printed circuit board or ceramic substrate manufacturing knowledge is preferred.
• ERP/CRM experience desired.
• Proven work experience as a Sales Analyst or similar role is preferred.
• Associate’s or Bachelor’s degree is preferred.

Equal Employment Opportunity

Candidate has the capacity to comply with the federally mandated requirements of U.S. export control laws.