Customer Service

Job Description

Under the general supervision of the Department Supervisor, the Customer Service Representative (CSR) II initiates, coordinates, and maintains a flow of materials and information to various accounts to ensure the highest levels of customer service.  
To ensure ultimate customer satisfaction, communicate customer needs to whatever level of the internal organization necessary - purchasing, fabrication, assembly, planning, traffic, distribution, quality. 
Expedite and procure work in progress material to enable visibility for satisfying customer demand.  
Coordinate the review of customer incoming orders in terms of pricing, specifications, account status, shipping requirements, and product availability and ultimately the entry of appropriate orders. The order review is to be in accordance with current quality management system. 
Order coordination required for branch business in the areas of specifications, product availability, shipping commitments and order entry functions. Every attempt is made to accommodate ultimate branch customer needs. 
Continually review and update supply functions with revised customer demand changes and coordinate new promise dates. 
Maximize delivery date integrity on all orders through internal and external communication on schedule dates of the factory work order or purchase order. 
Generate simple quotes for intercompany and external customers. 
Instruct, assist and train others in the organization as necessary. 
Liaise with Quality Department on RMA and AQR’s. 
Maintain record of all contracts pertaining to the Customer Service Representative accounts, meeting current guidelines. 
Potential Field Location Responsibility: Communicate to the planning personnel of any urgent matter or issues regarding customer orders; expediting when needed, sales orders to ship to the customer as per their request, obtaining information from the planners, master schedulers, and production plant. 
Potential Field Location Responsibility: Along with Group Lead, utilize Pricing Tool (LPG) to price all assemblies and components in proposal status. 
Potential Field Location Responsibility: Process all customer invoices according to established departmental guidelines and procedures. Analyze and interpret data to ensure all customer requirements are met.  Assist finance department with collections of past due invoices. 
Perform additional duties as assigned. 

Qualifications

• Bachelor's degree in: Mechanical Engineering, Industrial Engineering, Chemical Engineering or related field, Business Administration, Foreign Trade.
• Must have ERP system experience. 
• Intermediate level skills with Microsoft Office products. 
• Ability to read blue prints, identify product lines and answer basic technological questions, in certain locations. 
• Strong verbal, written, problem solving, and organization skills required. 
• Experience in planning, materials and scheduling as needed.   
• Bilingual English – Spanish

Additional Information

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardlessof race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud tobe an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

According our mission, vision and Global Policies:

Under no circumstances shall Staff be charged any fee or other costs in relation to their recruitment to work at Smiths, whether directly or indirectly. Any recruitment fees shall be paid by Smiths.

Smiths will not employ anyone below the age of 18. Smiths will take reasonable steps to satisfy itself of the member of Staff’s age before that person starts work at Smiths. When persons under the age of 18 are employed, they must not do work that is mentally, physically, socially or morally dangerous or harmful or interferes with their schooling by depriving them of the opportunity to attend school.