POSITION PURPOSE:As the bridge between MultiSource and our customers, the Customer Service Specialist advocates for the customers interests, including regular communication and information sharing, receiving customer orders, updating the status of existing customer projects and more.ESSENTIAL FUNCTIONS AND BASIC DUTIES:
- Customer Communication
- Act as the primary client contact post-qualification, addressing inquiries and maintaining a high standard of service.
- Receive and process initial RFQ, RFI, RMA, status inquiry or service issue communication from the customer
- Create detailed plans to meet customer deadlines for quotes
- Produce quotes for customer requests.
- Process purchase orders (POs) and authorization to ship notices from customers.
- Issue order acknowledgments, pricing & lead time verifications.
- Issue RMAs for customer-documented quality issues.
- Provide consistent status updates.
- Cross-Functional Skills
- Handle all order entry for purchase orders, ensuring accuracy and timely processing.
- Utilize internal resources to coordinate information on all orders.
- Notifying shipping/production control of Kanban releases.
- Check inventory at time of order & communicate job needs to Production Team.
- Own the Open Order Report, working with planning to meet delivery goals and adjusting schedules based on pull-in and push-out requests.
- Set up new customers in our ERP with the help of finance and tech teams.
- Relationship Management
- Initiate regular check-ins with targeted growth accounts per the sales plan.
- Share products and services provided by the company to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs.
- Assist the Director in preparing for Quarterly Business Reviews with customers, providing insights and updates on order status, fulfillment and score cards.
- Support strategic sales planning and marketing strategies outlined by the sales team and facilitate joint sales calls whenever possible.
- All other duties as assigned.
QUALIFICATIONSEDUCATION/CERTIFICATION: Bachelor's degree in business or equivalent experience. 3+ years of manufacturing sales experience preferred.REQUIRED KNOWLEDGE: Excel and MRP experience a must.EXPERIENCE REQUIRED: Experience in a customer-facing role required; experience in a manufacturing environment preferred.SKILLS ABILITIES: Excellent interpersonal skills. Ability to identify and meet customers' needs. Strong attention to detail. Self-starter and a problem solver. Excellent organization and time management skills. Proven ability to multitask. Strong customer service orientation.OTHER REQUIREMENTS:PHYSICAL STRENGTH: Ability to lift up to 20 lbs. Mobility within an office environment. LANGUAGE ABILITY: English