US-Customer Service Representative I

1. State the primary function or overall purpose of your position.

The Customer Service Representative is responsible for managing business interactions and relationships. Achieve customer satisfaction, manage performance against customer requirements in accordance with contract. Serve as a primary communication internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery as well as additional growth opportunities and strengthen customer loyalty.

Making what matters work at Client takes the passion of every employee around the world. We create an environment where bold, bright professionals like you can reach your full potential and where you can help us reach ours.

ESSENTIAL FUNCTIONS:

A. Serve as the primary source of contact for assigned customer related inquiries and represent the voice of the customer.
B. Manage all aspects of the customer relationship and daily interactions.
C. Support Order Management to ensure accurate and timely Order processing and returns.
D. Understand all executed contract terms for assigned customers through collaboration with Contracts Team.
E. Monitor existing contracts for compliance relative to delivery requirements.
F. Develop and maintain Customer specific manuals, as well as key contractual elements.
G. Negotiate and manage changes in customer demand to ensure accurate flow down in support of on-time delivery.
H. Follow up on quotes and monitoring quotes
I. Maintain knowledge and train others to navigate and manage customer schedules and portals
J. Work closely with Accounts Receivable and Customers for quick resolution to contested invoices and deductions.
K. Know and apply all terms of Long Term Agreements for assigned customers. Develop and maintain customer information documents for other team member's use.
L. Work closely with operations and supply chain to ensure Customer On-Time Delivery
M. Proactively monitor customer delivery schedules and track critical shortages. Team with Supply Chain Management to expedite urgent customer needs.
N. Analyze and Problem solve customer specific performance issues
O. Develop an internal support plan to meet all customer performance expectations and requirements.

Qualifications

Basic Qualifications:

? Bachelor's Degree in Business, Marketing, related or approved field from an accredited institution required.
? Minimum 5 years of experience in customer service, contract administration or related experience.
? Legally authorized to work in the United States without company sponsorship
? Relocation benefits are not provided for this role. Only local candidates residing within 50 miles of Torrance, CA will be considered

Position Criteria:

? Ability to train others and work in a team-oriented environment
? Strong communication skills and interpersonal skills to support internal and external contacts within a multi-cultured environment
? Demonstrated experience working with MS Office software package
? Analytical skills and detail-orientation.
? Ability to prioritize and execute multiple tasks in an efficient manner, and work on multiple projects simultaneously and independently
? Ability to work on time sensitive projects, meet critical deadlines, and deliver commitments in a calm and organized manner
? Must be able to travel up to 10% of the time
? Customer service skills and aptitude

Preferred Qualifications:

? Work experience with SAP
? Work experience in a customer support role for technical products
? Experience with preparing proposals
? Proficiency or knowledge of ERP systems.
? Prior experience with customer portals.
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