Customer Service Representative

Description

SUMMARY: CSR is responsible for addressing all customer concerns including sales and quoting, order status, new customer onboarding, capacity and forecasting requests, quality issues, special projects, and escalating complaints and feedback. CSR responsible for acting as liaison between customer and all internal associated departments.

PRIMARY RESOPNSIBILITIES:

• Manage onboarding process for new customers. Collaborate with internal departments as needed to ensure customer and supplier needs are aligned.
• Manage and monitor customer Request for Quote activity.
• Complete contract review for all orders, ensuring all necessary information is on the PO log, all items match PSP quote and that all items are entered into the ERP System and the PO/Risk Log correctly.
• Ensuring all documents associated with a purchase order are saved, sanitized (if applicable) and linked through the ERP System.
• Complete and monitor the PO/Risk Log
• Entering and processing of all Purchase Orders into the ERP System, and sending the official Order Acknowledgement to the customers
• Act as the main point of contact for Customers
• Provide Customers with updates/status regarding their Purchase Order
• Pass on any escalated OTD and/or Quality issues to the CSR Manager or CQO to take the lead and resolve the issue
• Evaluating, documenting and escalating when necessary, all customer complaints and feedback through the ERP System
• Sending out the Customer Satisfaction Survey Annually to all customers and monitoring the responses. Work with the CQO on any negative trends and comments.
• Review the backlog from the ERP System, compare to customer Open Order Reports as they come in and work with the Scheduling Team for any necessary updates. Access customer portals as needed to maintain updates.
• Using available technology for customer relations management to keep customer info up to date.
• Responsible for facilitating internal teams to address problems with customer orders, such as RMA's.
• Facilitate any special customer projects, such as customer requests for capabilities and capacity presentations, forecasting, inspection data, etc.
• Coordinate with team members to drive customer on-time delivery.
• Assisting with the On-Time Delivery Root Cause Monthly Meetings
• Ensuring all orders in the ERP System are entered correctly, closed out when necessary and maintaining quantities and dates.
• Review daily the Dashboard for any CSR tagged items
• Attend the daily shipping meetings
• Follow all company policies.
• Follow all Quality policies and procedures to ensure the output of your work and your team's work, maintains the quality management system and continually improves its effectiveness.
• Actively engage with the quality team to ensure the work you are producing is conforming to the customer, regulatory and statutory requirements

ADDITIONAL RESPONSIBILITIES:

• Work with quoting/sales team to Acknowledge quotes, act as a backup to save all associated documents, and update and maintain the Quote Log.
• Act as backup to creating the shipping list.
• Act as backup to driving the Shipping Meeting.
• Assist with the printing and assigning of Risk Management Templates to all appropriate personnel for new and/or repeat orders.
• Act as backup to schedule kick off meetings for any new or repeat orders.
• Assistance with executive projects.
• Assist with answering phones.
• Assist with the monitoring of customer quality documents ie. Quality System Questionnaires.
• Ensure you have completed all assigned trainings for your position per the Trainings Requirements Matrix (DOC-7.2-012).
• Assist teammates across all shifts as needed to ensure PSP achieves the set company goals.
• Actively work with your supervisor and quality team to ensure departmental goals are being met.
• Participate in internal, customer, and regulatory audits.
• Assist with or lead on-the-job trainings for other team members.
• Other duties as assigned.

Requirements

KNOWLEDGE AND SKILSS REQUIREMENTS:

• Strong reading, writing and intermediate math skills required.
• Strong English speaking and strong communication skills required.
• Strong computer skills for Excel, Word, Outlook, Power Point, and basic ERP knowledge.
• Strong Customer service skills required.
• Strong critical thinking skills.
• Must be a TEAM PLAYER
• Great attention to detail
• Proven ability to handle and prioritize multiple projects while communicating updates as needed
• Flexibility with switching tasks quickly
• Basic reading and writing skills.
• Ability to work well in a team setting, as well as independently.
• Ability to function in a fast-paced environment and adapt well to changes.