Customer Service Representative

Job Summary

This position is the primary customer facing role and focus point for repeat production orders.  This will involve soliciting orders based on customer purchase history as well as processing unsolicited orders.  Requires daily interaction with Medin Operations and Planning team, including spending time on the plant floor interacting with production personnel and understanding process flow through the various manufacturing steps.

Essential Job Functions

• Captures customer’s non-standard requirements and communicate to Operations as well as communicate updates from Operations to customer as required
• Responsible for all order entry as well as order confirmation
• Monitors and addresses order status/delivery date inquiries
• Assists in maintaining open order reporting to customers
• Provides tracking information as needed
• Obtains and enters customer rolling forecast demand
• Directs general e-mail and phone inquiries to appropriate function
• Utilizes provided tools to analyze customer order patterns and proactively solicit orders
• Follows up with “quiet” customers to determine their needs
• Follows up with “non-forecast customers” to identify likely upcoming needs
• Performs the job while adhering to all company policies and procedures
• Performs other related duties as necessary or assigned
• Execute departmental work plans in conformance with company policies, procedures, regulations, best practices, management objectives, priorities, and financial impact on the business.
• Liaise with customers, suppliers, and third parties as necessary, including monitoring work progress.
• Attend and participate in applicable meetings and reports on key metrics.
• Maintain company records per applicable regulations and properly execute various forms, reports, and disclosures, as appropriate.
• Demonstrate clear and effective communication, both verbal and written. Prepares, maintains, and submits accurate paperwork as required, including job reports, timekeeping records, etc.
• Adhere to all applicable environmental, safety, health, and operations procedures and directives. This includes properly using personal protective equipment following manufacturer specifications, Safety Data Sheets (SDS), and company guidelines. 
• Know, understand, and adhere to Company organizational policies and procedures; align with and represent the Company's mission, vision, core values, and cultural tenants.
• Regularly report to work on time, maintain acceptable attendance requirements, and work overtime as required.
• Perform other related tasks as assigned, some of which may become essential to the position.

Skills and Abilities

Required Skills and Abilities

• Problem-solving, critical thinking, and mathematics.
• Organizational skills and a high level of attention to detail.
• Excellent communication skills, both verbal and written.
• Interpersonal skills that foster collaboration and positive relationships with stakeholders.
• Demonstrated ability to motivate, lead, and manage by example, fostering a culture of positivity, performance, and engagement.
• Business systems including Microsoft Office programs (i.e., Outlook, Word, Excel)
• Must be able to wear safety equipment, as required.
• Must be able to understand, read, write, and speak English.

Knowledge and Experience

Required Knowledge and Experience

Education/Certification/Licensing:

• Bachelor's degree in a related field with knowledge of technical subject matter
• Or any equivalent combination of education, training, and experience that demonstrates the ability to perform the duties and responsibilities as described, including an internship in a relevant trade. 

• Experience with ERP systems
• Familiarity with planning/Scheduling
• Highly organized and has very effective time management skills
• Highly customer-focused and detail-oriented
• Demonstrated success in working within a team environment
• Strong written and verbal communication skills, strong listening skills a must
• Must be self-motivated and work successfully as a team

• Experience working in manufacturing with trade terminology and nomenclature.
• A thorough understanding and a working knowledge of all job phases.

Physical/Mental Involvement & Environmental Factors

Physical Requirements: While performing this job's duties, employees are regularly required to sit, walk, stand, bend, crouch, crawl, and twist. Reach, push, and pull with hands and arms.  Lift to 50 pounds.  Talk and hear, both in person and by telephone.

Mental Requirements: Employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions, and interact with staff, the public.

Working Conditions: 100% of work takes place inside an industrial office/warehouse environment.  Employees work in proximity to moving machinery, mechanical parts, and vehicles and may have exposure to prolonged loud noise, including sirens, horns, and tooling.  Employees may handle hazardous material or have exposure to toxic or caustic chemicals, biological hazards, and airborne fumes. The noise level is usually mild to moderate 75% of the time.

Disclaimer

Job descriptions are not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.  Other duties, responsibilities, and activities may be assigned or changed at any time with or without notice.  Job descriptions are developed through observation of work, information from the marketplace, and interviews with workers and supervisors currently performing the job.