Customer Service Representative
Applied Plastics, LLC Applied Plastics, LLC Norwood, MA Norwood, MA Full-time Full-time From $1,250 a week From $1,250 a week 1 hour ago 1 hour ago 1 hour ago Job Description Position Title:
Customer Service Representative Reports to:
Director of Supply Chain FLSA Designation:
Non-Exempt Date Written/Revised:
07/18/23 POSITION PURPOSE:
Applied Plastics is the leading manufacturer of PTFE coated medical mandrels and components.
This position will serve as the key contact for customers regarding all product lines.
This position supports the customer fulfillment process by performing all aspects of customer order management.
Problem solving, decision making and communication skills are required to maximize the focus on customer relationship management, also working well in a team environment.
The ability to review and recommend improvements and enhancements within Customer Service and Applied Plastics systems and processes is key to ensure the best customer experience.
Essential Functions:
Communicates and negotiates professionally with customers regarding scheduling, deliveries, quote status, and quality.
Acts as the voice of the customer to management and key personnel as it relates to customer satisfaction.
Responds to customer phone inquiries.
Handles routine matters regarding customer satisfaction.
Processes incoming orders and provides the necessary information needed to support customer requests.
Collects pertinent information, including blueprints, specifications, and quotes as required to complete the Contract Review process.
Verifies that information entered into the system is accurate and matches the customer's original order.
Receives job change orders and verifies information against specifications.
Communicates with customers regarding scheduling, delivery, and quality performance to achieve high levels of customer satisfaction.
Thoroughly investigates problems and gathers all pertinent information in order to address customer complaints.
Reviews customer complaints, works with the Quality Department, processes Return Material Authorizations.
Creates new item numbers in ERP system.
Creates new customers in ERP system.
Enters online store orders in ERP system and communicates with customers to address issues as required.
Coordinates with other departments as necessary, concerning the production status of orders and all impediments to shipment schedules.
Gathers and prepares necessary information needed for quotations, including history, blueprints, revisions, etc.
Makes appropriate inquiries, as needed, to support the quoting process.
Develops, maintains, and portrays a high degree of professionalism and technical competence both within and outside the organization, encouraging excellence through example.
Performs open order management and reporting - review existing customer backlogs and order trends to actively solicit re-orders for existing products.
Develops a thorough understanding of Applied Plastic's internal department functions, processes and requirements to ensure optimal communication and efficient handling of tasks.
Actively participates in production meetings and other meetings as required.
Offers continuous process improvement suggestions and support and provide feedback during implementation.
Keeps the management team informed of important developments, potential problems, and related information necessary for effective management.
QUALIFICATION STANDARDS:
Bachelor's degree preferred but not required Minimum of 5 years of customer service in a manufacturing environment, or related experience Strong computer skills including Microsoft Office ERP/MRP experience required Ability to interpret blueprints preferred Contract review experience in a manufacturing environment preferred Excellent written and verbal communication skills Ability to handle high-pressure situations while maintaining a positive attitude Strong analytical skills and problem-solving skills Strong Organizational skills Licenses/Certifications:
Valid Class D Driver's License.
Other:
N/A The above is intended to describe the general content of and requirements for the performance of this job.
It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
In accordance with the law, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
ACKNOWLEDGEMENT I have read the foregoing job description and understand the responsibilities of the job.
I agree that I am able to perform the essential duties of this position.
Exceptions / plan noted on this description if any.
________________________________ __________________________________ Employee Name Manager Name ________________________________ __________________________________ Employee Signature Manager Signature ________________________________ __________________________________ Date Signed Date Signed Job Type:
Full-time Pay:
From $1,250.
00 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Referral program Vision insurance Experience level:
5 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to commute/relocate:
Norwood, MA 02062:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person Position Title:
Customer Service Representative.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Service Representative Reports to:
Director of Supply Chain FLSA Designation:
Non-Exempt Date Written/Revised:
07/18/23 POSITION PURPOSE:
Applied Plastics is the leading manufacturer of PTFE coated medical mandrels and components.
This position will serve as the key contact for customers regarding all product lines.
This position supports the customer fulfillment process by performing all aspects of customer order management.
Problem solving, decision making and communication skills are required to maximize the focus on customer relationship management, also working well in a team environment.
The ability to review and recommend improvements and enhancements within Customer Service and Applied Plastics systems and processes is key to ensure the best customer experience.
Essential Functions:
Communicates and negotiates professionally with customers regarding scheduling, deliveries, quote status, and quality.
Acts as the voice of the customer to management and key personnel as it relates to customer satisfaction.
Responds to customer phone inquiries.
Handles routine matters regarding customer satisfaction.
Processes incoming orders and provides the necessary information needed to support customer requests.
Collects pertinent information, including blueprints, specifications, and quotes as required to complete the Contract Review process.
Verifies that information entered into the system is accurate and matches the customer's original order.
Receives job change orders and verifies information against specifications.
Communicates with customers regarding scheduling, delivery, and quality performance to achieve high levels of customer satisfaction.
Thoroughly investigates problems and gathers all pertinent information in order to address customer complaints.
Reviews customer complaints, works with the Quality Department, processes Return Material Authorizations.
Creates new item numbers in ERP system.
Creates new customers in ERP system.
Enters online store orders in ERP system and communicates with customers to address issues as required.
Coordinates with other departments as necessary, concerning the production status of orders and all impediments to shipment schedules.
Gathers and prepares necessary information needed for quotations, including history, blueprints, revisions, etc.
Makes appropriate inquiries, as needed, to support the quoting process.
Develops, maintains, and portrays a high degree of professionalism and technical competence both within and outside the organization, encouraging excellence through example.
Performs open order management and reporting - review existing customer backlogs and order trends to actively solicit re-orders for existing products.
Develops a thorough understanding of Applied Plastic's internal department functions, processes and requirements to ensure optimal communication and efficient handling of tasks.
Actively participates in production meetings and other meetings as required.
Offers continuous process improvement suggestions and support and provide feedback during implementation.
Keeps the management team informed of important developments, potential problems, and related information necessary for effective management.
QUALIFICATION STANDARDS:
Bachelor's degree preferred but not required Minimum of 5 years of customer service in a manufacturing environment, or related experience Strong computer skills including Microsoft Office ERP/MRP experience required Ability to interpret blueprints preferred Contract review experience in a manufacturing environment preferred Excellent written and verbal communication skills Ability to handle high-pressure situations while maintaining a positive attitude Strong analytical skills and problem-solving skills Strong Organizational skills Licenses/Certifications:
Valid Class D Driver's License.
Other:
N/A The above is intended to describe the general content of and requirements for the performance of this job.
It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
In accordance with the law, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
ACKNOWLEDGEMENT I have read the foregoing job description and understand the responsibilities of the job.
I agree that I am able to perform the essential duties of this position.
Exceptions / plan noted on this description if any.
________________________________ __________________________________ Employee Name Manager Name ________________________________ __________________________________ Employee Signature Manager Signature ________________________________ __________________________________ Date Signed Date Signed Job Type:
Full-time Pay:
From $1,250.
00 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Referral program Vision insurance Experience level:
5 years Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
In-person Office Ability to commute/relocate:
Norwood, MA 02062:
Reliably commute or planning to relocate before starting work (Required) Work Location:
In person Position Title:
Customer Service Representative.
Estimated Salary: $20 to $28 per hour based on qualifications.
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