Customer Service Representative

Excelitas Technologies Corp.; Boulder (CO); On-site; USD 56,000 - 70,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Holiday Pay

Paid Maternity/Paternity leave

Tuition Reimbursement

Disability

Job summary

Excelitas Technologies Corp. in Boulder, Colorado, seeks a Customer Support Coordinator to drive account retention through responsive service and precise order management in a fast-paced, diverse environment.

This role interfaces with Sales, Manufacturing and Finance to enter orders in the ERP, onboard new customers, coordinate production and delivery, track documentation, and resolve RMA issues; benefits start day 1 and on-site ITAR compliance applies.

Qualifications

• Bachelor’s degree preferred.
• Two years of customer support or inside sales experience preferred.
• ERP experience and exposure to import/export regulations recommended.
• Strong organizational, multitasking and decision-making abilities.
• Proficiency with MS Office and Salesforce preferred.

Responsibilities

• Provide product information and quote prices/lead times by phone, fax or email.
• Enter sales orders in ERP and onboard new customers.
• Coordinate production and delivery schedules with Sales and Manufacturing.
• Maintain customer files, quotations, invoices and documentation.
• Coordinate returns and discuss repair quotations for out-of-warranty products.
• Support BDMs and assist with sales-related issues.
• Assist Finance with collections and Letters of Credit as needed.
• Support ISO/EMS/ICP/IMS compliance and generate reports.
• Ensure export/import compliance and obtain necessary licenses/certificates.
• Maintain records and contribute to process improvements.
• Other duties as assigned.

Skills

Customer support

Order management

Communication

Multitasking

Education

Bachelor’s degree in business or related field

Tools

ERP software

Salesforce

Microsoft Office

Job description

ENABLE your future through light.

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

We are currently seeking a Customer Support Coordinator who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast-paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

Main Responsibilities

• Provide company and specific product information to prospects and/or customers. According to policy, quote standard price and delivery of commercial products via telephone, fax, and email.
• Receive and enter sales order information into the applicable ERP. On-board new customers including all customer contact, billing, and shipping information.
• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable team of any concerns.
• Create and maintain customer files to contain all order, quotation, invoices, and other documentation related to that customer.
• Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.
• Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed and assisting with resolution of any other sales related issues where applicable.
• Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls
• Assist with adherence to ISO 9000 standards and requirements; the Export Management System (EMS), Internal Control Program (ICP) and Import Management System (IMS); prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMA’s, bookings, etc
• Responsible for the tactical requirements of export and import compliance, including obtaining the required export licenses prior to shipment /export. Obtain Certification of Ultimate Export Consignee and/or End User Certificates and/or End Use Statements as necessary for new orders
• Maintain documentation according to company record retention polic
• Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.
• Other duties as assigned

Requirements

• Bachelor’s degree in business or related field preferred.
• Two years of customer support, inside sales or contract administration work experience preferred.
• Previous manufacturing experience preferred.
• Previous experience using enterprise resource planning (ERP) software preferred.
• Knowledge of import/export regulations and terms preferred.
• Highly organised, self-motivated and possesses a desire to work at a fast pace with a sense of urgency, accuracy, flexibility and ability to make decisions independently.
• Ability to manage several tasks at once.
• Ability to work on a wide variety of tasks with little or no supervision.
• Able to foster strong relationships with customers (internal and external) and communicate effectively in person, via the telephone and electronically.
• Able to negotiate with others to resolve conflicting objectives and priorities to ensure customer satisfaction.
• Strong Microsoft Suite Skills preferred; Salesforce experience preferred.

Benefits start day 1:

• Medical
• Dental
• Vision
• 401K
• Holiday Pay
• PAID Maternity/Paternity leave
• Tuition Reimbursement
• Long-term and Short-term disability

Pay range: $56,000- $70,000 annually, depending on experience.

Our facility in Boulder, Colorado, has key functions in Research and Development, Operations, Production, and other disciplines. This facility specialises in the manufacturing of ultra-precision optical components, optical thin film coatings and optical sub-assemblies for demanding applications in lasers, materials processing, instrumentation, life sciences, avionics, and defence.

This site offers capabilities that include substantial design and engineering resources, comprehensive optical fabrication and coating capabilities, advanced assembly technology and an extensive in-house metrology lab.

#on-site

This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)

Visa sponsorship is not available for any position at Excelitas

Equal Opportunity/Affirmative Action Employer

Minorities/Females/Disability/Veteran/Gender Identity/Sexual Orientation

Excelitas is seeking leaders and innovators to join our global team!