Customer Service Representative job – UFP Technologies – Michigan

Under the direction of the Customer Service Manager, the Customer Service Representative is engaged in handling orders, telephone and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction. Recommends corrective action, maintains records regarding customer requests, and determines work procedures / schedules to expedite workflow. Provides support to outside sales staff on key customer accounts.

Essential Duties and Responsibilities:
Request for Quote (RFQ) – Responsible for communicating customer specifications and requirements to engineering / estimators.

Orders – Responsible for handling every aspect of a customer’s purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems.

Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers and follow-up with written acknowledgements.

Serves as customer advocate driving improvements in service levels as needed.

Acts as a point of contact for the field sales team to identify, investigate and clarify problems and determine quick and effective resolutions.

Invoicing – Communicates proper billing terms, agreements and conditions to Accounts Receivable. In some cases (i.e. government contracts) processes invoices.

Handles Return Merchandise Authorization (RMA)’s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) database.

Provides and monitors the metric for on-time delivery, order fulfillment and cycle time. Ensures continued improvement of service levels and provides corrective actions to sustain customer service levels.

Supports continuous improvement efforts as required.

Maintains overall service continuity between customer service / inside sales, outside sales, engineering and operational personnel to ensure that customer service levels are maintained.

Matches invoices to purchase orders and shipping/receiving and/or other documents, obtains approval by managers where appropriate (e.g. expense reports, phone, legal and audit bills, etc.) in accordance with established company authorization guidelines. Audits invoices for accuracy in quantity, pricing, and proper support, and reports discrepancies to purchasing and/or the vendor.

Resolves vendor issues, as well as system problems, as they arise.

Ensures all A/P daily and periodic deadlines are met.

Maintains vendor records. Verifies accuracy for critical fields such as eligible discounts and remit-to addresses.

Manages and balances reimbursement of petty cash as needed.

Performs filing and maintains files for purchase orders and related documentation as needed.

Manages special projects as assigned by manager.

Remains accountable for all commitments made.

Education / Experience :
High school diploma or general education diploma (GED), and

One year customer service or sales experience.

1 year experience in Accounting related work.

Knowledge of basic accounting terminology.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled

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