Customer Service Representative

The Customer Service Representative will provide delivery of pre- and post-sales services and support to customers, field sales and third party manufacturers reps. A key member of the Customer Service team contributing to decisions, plans and implementation of processes, metrics and tools in support of customer interfacing, end-to-end order entry through successful customer receipt of goods and services; service delivery and sales support. The successful candidate will develop and maintain positive relations and co-ordinate with various functions within the company to ensure customer requests are handled in a timely manner.

Responsibilities include:

· Customer Focus & Relationship Mgmt. – Proactive interface to ensure our customers’ best interests are top of mind throughout the onboarding/order/delivery processes and beyond to ensure an excellent customer experience

· Operate as an effective liaison between customers, production planning, sales, applications engineering, accounting and product line management to resolve status, production, delivery and billing inquiries

· Effectively partner with Sales to ensure customers are getting the most out of customer meetings via effective meeting preparation, presentation and representation

· Manage and deliver on all aspects of the Order Management Process (from order receipt through fulfilment) for designated territories/Account Managers

· Quote preparation, issuing and closure including AM and Technical Interface as required

· End-to-end RMA management; maintain customer communication regarding defective returns, exchanges, service & repairs - Engineering interface to ensure failure analysis and product disposition are completed with speed and accuracy

· Ownership for VMI processing, billing and reconciliation

· Resolve product or service problems by clarifying the customer's concern; reviewing data; 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 (deal with abstract & concrete variables)

· Work closely with Sales Operations team to develop, review and deliver customer & sales related reports

· Analyze and participate in the development of operational processes and escalation procedures

· Optimize work efforts via a thorough understanding and effective use of ERP Systems (SAP & Oracle) as well as MS Office and other system related tools

QUALIFICATIONS

• Proven success/experience in a customer facing/customer service role in a high tech environment
• Strong Customer Service Skills including good listening skills, clear written and verbal communications and a tactful approach to problem solving
• Critical thinking and analytical skills that include the ability to collect and analyze information, problem solve, and make well supported decisions that benefit the customers
• Time management – ability to minimize operational turn-around-time and issue resolution time
• Ability to perform duties in the presence of time constraints and customer pressure
• General understanding of high tech OEM sales process
• In-depth knowledge of customer service functions
• Effective presentation skills
• Proficient computer skills including Microsoft Office applications
• Thorough knowledge of SAP/ORACLE (especially Order Management Modules)
• Critical Skills: ­ Accuracy ­ Deliver complete results ­ Systems & tools (SAP & Oracle, MS Office/Desktop) ­ Influencing ­ Conflict Mgmt. ­ Negotiation ­ Presentation ­ Customer mtg. planning & facilitation ­ Complex Problem solving ­ Process optimization ­ Critical thinking/planning

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Customer Issues support/resolution for designated territories/Sales Managers
• Manage SAP/Oracle order entry and management from receipt to fulfillment
• Customer focus and relationship management
• Continual liaison with global Customer Service team, Planning, Sales and Operations
• Maintain and manage all aspects of the VMI (consignment) process where relevant
• Customer and Management reporting EDUCATION and/or EXPERIENCE
• Bachelor's degree (B. A. or B.Sc.) from an accredited college or university
• 3 to 6 years or above related working experience in a Customer facing role in a high tech environment
• Experience in optical and/or electronic component businesses is desirable
• Experience with Order Management/Order Processing on one of the major ERP systems: SAP, Oracle, Microsoft Dynamics, etc.

tony.rendle at pierpont.com

All your information will be kept confidential according to EEO guidelines.