Customer Service

Job Summary

Be the vital link between our customers and production team-driving smooth order flow, solving challenges, and ensuring every experience shines. From coordinating orders and managing portals to jumping in with creative solutions. You’ll play a hands-on role in keeping things moving and growing your skills. If you thrive on partnership, problem-solving and delivering excellence with energy, we want you on our team.

Schedule: Monday-Friday schedule, 8 hour days, Ideal working hours are 8am-4:30 with an unpaid 30 minute lunch.

Essential Functions

  • Partnership: We demonstrate goodwill, teamwork and selflessness making the work we do fulfilling and enjoyable.
  • Innovation: We share a passion for continuous improvement and never-ending innovation in all aspects of our lives.
  • Pride: We show integrity in everything we do and take responsibility to reach the highest quality level.
  • Customer Communications
    • Email and phone coordination with customers/vendors to assist as needed
    • Resolve or mitigate potential issues that arise
    • PO Confirmations
    • Regular follow up with customers
    • Communicate order fulfillment roadblocks: raw material shortage, lack of personnel, machine breakdowns, etc.
    • Communicate with customer on status, anticipated and actual shipping dates.
    • Collecting references for new customer approvals
  • Product Returns
    • Creating RMAs when a customer has a return
    • Receiving product via an RMA
    • Updating Sales Order for return of product to customer
    • Creating Credit Memos
  • Customer Portals
    • Checking Customer Portals
    • Confirming and verifying new or changed Purchase Orders
    • Check scorecards in Portals and communicate with buyers to fix when needed
    • Shipping on customer portals
    • Invoicing
  • Order Coordination
    • Communicating with Production Leads and Managers on new and revised Purchase Orders
    • Gathering information if we can meet shipments.
    • Verifying specifications and price on Purchase Orders
    • Obtain change approvals when needed
    • Job Folders for production floor/paper files
    • Monitor and expedite orders as needed to ensure on-time delivery.
  • Data Entry/Information Management
    • Entering new and revised Purchase Orders in an ERP system as they come from the customer.
    • Run reports in the ERP system for open orders, sales etc.
    • Scanning documents and loading them into the appropriate location in the ERP system
    • Keep information accessible by sorting and filing documents.
    • Entering and updating customer and vendor information
    • Entering new inventory items
    • Entry of information into Sales Force
    • Completion of Compliance Declarations, REACH, conflict minerals, diversity status and profile information
  • Purchasing
    • Generate Purchase orders to Vendors for materials, packaging and services
  • Quality
    • Maintaining Document Control in an ERP system
    • Update work instructions and route for approval
  • Accounting
    • Invoicing for multiple locations
    • Managing database of customers
  • Inventory
    • Assisting production cells with inventory levels.
    • Assisting in physical inventory counts
    • Adjusting inventory as needed
  • Shipping/Receiving
    • Shipping parts in the computer system, using UPS/FedEx
    • Receiving parts and material in the computer system and routing to the right area
  • Improvements
    • Enhance job knowledge by participating in educational opportunities.
    • Suggest and actively participate in improvement projects
  • Safety
    • Follow safety measures including handling chemicals safely and wearing PPE
    • 5S and general organization of your area
    • General Cleaning
  • Office Work
    • Greeting visitors, getting them logged in and where they need to go
    • Answering of phones and directing calls
  • Other Essential Functions
    • Communicating with upper management
    • Inspecting parts
    • Filling in for purchasing and other customer service roles as needed
    • Be able to work independently and be self-motivated
    • Complete tasks in a timely matter
    • Other duties as assigned

Work Environment
While performing the duties of this job an employee most commonly sits for 8 or more hours a day. Regularly walking and navigating between areas. The work is done in a climate controlled building. Noise levels are moderate and below OSHA thresholds. Occasional lifting up to 30 pounds.

Education/Experience Required

  • High School Diploma or equivalent
  • Customer Service Experience
  • Computer entry system knowledge
  • Documentation Skills
  • Phone Skills
  • Written and Verbal Communication Skills
  • Microsoft Excel, Outlook and Word
  • Organization Skills 
  • Time management
  • Basic Math
  • Critically think to solve problems
  • Attention to detail
  • Ability to work independently
  • Ability to multi-task between different processes as needed
  • Reliable, Professional and Accountable

Experience, Skills and Abilities Preferred

  • Experience in a manufacturing setting
  • 2-5 years of experience
  • Sales Force Experience
  • AI Experience

Pay Range

Range of $21.00-27.00 based on experience

Benefits Offerings

  • 401(k) Retirement Plan & Company Matching
  • Employee Assistance programs
  • Air-Conditioned Building
  • Noise Level below OSHA thresholds
  • Paid Time off & Holidays
  • Free Coffee
  • Holiday Party
  • Volunteerism
  • Bonuses
  • Wellness Walks
  • Celebratory Meals
  • Training assistance & On the Job Training
  • Education Reimbursement/Continuing Education/Scholarships
  • Christmas Club Accounts
  • Off-shift premiums
  • Health Insurance
  • Health Savings Account & Company Matching
  • Dental Insurance
  • Vision Insurance
  • Medical Flexible Spending Accounts
  • Dependent Care Flexible Spending Accounts
  • Basic Life/AD&D Plan – 100% company paid
  • Voluntary Life/AD&D Plan
  • Short-Term Disability Plan – 100% company paid
  • Long-Term Disability Plan – 100% company paid
  • Accident Insurance
  • Critical Illness Insurance
  • ID Theft Protection
  • *More employee perks and offerings*
Job Type: Full Time
Job Location: Litchfield

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