Customer Service

Job Summary

To support the production team in order to meet and exceed customer expectations. A Customer Service Specialist is our direct link to our customers. They are regularly coordinating between customers and our production team in order to make efficient decisions in regard to production, shipping and fulfillment of orders.

Essential Functions

  • Teamwork: Work with an overlying umbrella of goodwill and selflessness
  • Passion: Strive to continuously improve and innovate
  • Integrity: Taking personal responsibility for our actions and results
  • 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
  • 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
  • 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
  • Communicating with Production Leads 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.
  • 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
  • Generate Purchase orders to Vendors for materials, packaging and services
  • Maintaining Document Control in an ERP system
  • Update work instructions and route for approval
  • Invoicing for multiple locations
  • Assisting production cells with inventory levels.
  • Assisting in physical inventory counts
  • Enhance job knowledge by participating in educational opportunities.
  • Suggest and actively participate in improvement projects
  • Follow safety measures including handling chemicals safely and wearing PPE
  • 5S and general organization of your area
  • Greeting visitors, getting them logged in and where they need to go
  • Answering of phones and directing calls
  • Communicating with upper management
  • Be able to work independently and be self-motivated
  • Productivity should match or exceed expectations
  • 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
  • Computer knowledge
  • Written and Verbal Communication Skills
  • Basic Math
  • Documentation Skills
  • Phone Skills
  • Microsoft Excel, Outlook and Word
  • Organization Skills 
  • Time management
  • Critically think to solve problems
  • Attention to detail
  • Ability to work independently
  • Ability to multi-task between different processes as needed

Experience, Skills and Abilities Preferred

  • Experience in a manufacturing setting
  • 2 years’ experience
Job Type: Full Time
Job Location: Litchfield

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