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Customer Service Representative

Company Name:
SP Fiber Technologies
Customer Service Representative


APPLY ONLINE: spfibertech.com


This position manages all activities from sales order processing to invoicing to ensure effective delivery of our products and services to all our internal and external customers. The Customer Service Representative serves as a primary liaison with sales, manufacturing, logistics and accounting to minimize the impact of order fulfillment on cash flow.

Responsibilities:
Understand customer demands and needs to be able to translate those to manufacturing process and ensure exceptional customer service for all products serviced.
Maintains order management procedures and processes, including quoting, to promote efficiencies while improving the customer experience.
Maintains technical service procedures and processes, ensuring rapid resolution while improving the customer experience
Drives customer experience metrics and order management to meet service level targets and continuously improve the customer experience.
Completes order entry into computerized system and manages orders through the entire manufacturing process, communicating with customer and internal departments to ensure service levels are met for each order (on-time delivery, proper quality and properties of product, etc.) This would also include managing and changes to orders.
Deliver exceptional customer service at all stages of the supply chain process.
Monitors quote margins and quality control.
Advises management on customer and quality issues, as needed.
Helps develop new procedures and systems to increase sales growth.
Works closely with our business partners for maximum customer satisfaction. May visit customers to determine better ways to fulfill their needs, may analyze customer data and customer profile to determine market segment requirements.
Captures and shares market information. Gathers, analyszes, and compares competitor data and pricing to that of organization.
Performs backup duties for the production scheduler for PM1.
Performs other duties as assigned
Qualifications:
Understanding of manufacturing, scheduling, products, transportation and customer needs
Ability to communicate and engage with customers
Very good understanding of ERP business applications and MS Office
Excellent time management, communication and organizational skills
Enthusiastic, customer focused, self-motivated, innovative and aggressive
BA/BS in related field
5 plus years of Customer Service Experience
Knowledge of the industry would be a plus
Advanced User - Excel
APPLY ONLINE: spfibertech.com

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