Customer Service Representative

Responsible for maintaining sustainable customer relations and preparing all customer requests; enters, confirms, and tracks all production orders.

• Review customer purchase orders for accuracy
• Enter customer orders in ERP system accurately; process and acknowledge all orders received within 48 hours of receipt of an accurate purchase order
• Manage orders and communicate with customers and operations as needed through the life of each purchase order (in some cases you may need to implement regularly scheduled meetings with customers to review OOR (open order report) and align with customer-generated reports)
• Work closely with the logistics team to provide accurate freight requirements to ensure on-time delivery
• Serve as the lead Spectrum customer service liaison as it relates to order management for assigned customers (accounts)
• Attract potential customers by answering product and service-related questions
• Enter and maintain customer accounts in the database by recording account information accurately and updating it when necessary
• Effectively communicate concerns regarding customer orders, quotes, or miscellaneous issues appropriately within Spectrum organization
• Relay customer complaints to Quality Department and work together for resolution
• Maintain accurate pricing by updating the system accordingly
• Enter new items into ERP system
• Issue credit due to customers for various reasons
• Adhere to all applicable ISO procedures
• Prepare product or service reports by collecting and analyzing customer information including aged inventory reports, Kan Ban programs, and order history reports
• Work with operations to manage Kan Ban programs and other customer inventory needs
• Manage Customer Finished Goods Inventory with account managers and customer
• Complete other various duties or ad hoc assigned or required by management
• Coordinating and participating in the site audit program

• Excellent communication skills via telephone, e-mail, and written correspondence
• Self-motivated, strong interpersonal and leadership skills
• Thrive in a fast-paced environment that requires multi-tasking, managing time and prioritizing tasks based on customer/organization needs
• Ability to maintain accuracy in a fast-paced environment
• Analytical aptitude; excellent problem-solving skills
• 2-5 years of customer service experience (Medical Device OEM Supplier Experience Preferred)
• Computer literacy is a must (Microsoft Outlook, Excel, Word, and Salesforce.com)
• Experience with enterprise resource planning (ERP) systems
• Ability to work overtime on occasion, perhaps with short notice
• Bi-lingual (Spanish is a plus)