Customer Service Representative

Therm-X, California; Hayward (CA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Benefits package

Job summary

Therm-x of California is seeking a Customer Service Representative to support order processing, delivery coordination, and customer communications across departments to ensure satisfaction.

You will maintain accurate ship dates, respond promptly to requests, and collaborate with manufacturing and planning to forecast needs, manage purchase orders, and provide quotes and documentation as required.

Qualifications

• 3+ years of customer service experience in a manufacturing environment.
• Ability to read, write and issue clear verbal instructions.
• Proficient with Microsoft Office Suite.

Responsibilities

• Provide courteous and timely responses to customer requests.
• Maintain and summarize customer satisfaction records for management review.
• Review open sales order reports and ensure ship dates are accurate.
• Communicate customer needs to internal teams and management.
• Process, review, and confirm purchase orders; provide quotes and required engineering documentation.
• Take ownership of customer escalations and drive to resolution.

Skills

Customer service

Communication

Microsoft Office

Tools

ERP/MRP system

Epicor

Job description

Therm-x of California is the leading manufacturer for Advanced Temperature and Control Systems for Hi-Technology industries. We have been in business for over 30 years and have a diverse customer base.We offer competitive pay, and a comprehensive benefits package.

The Customer Service Representative will work closely with the appropriate departments throughout Therm-x to ensure customer satisfaction and on time delivery of all Therm-x products. Maintaining accurate ship dates and notifying customers of changes in delivery schedule is critical. Communicate all customer needs to appropriate internal team/manager. Tracking and maintaining customer satisfaction records along with following company policy related to sales order processing.

Responsibilities and duties include but not limited to;

• Courteous and timely response to customer requests.


• Develop and maintain customer satisfaction records and provide to management for review.


• Maintain and summarize customer complaints for management review and corrective action.


• Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.


• Communicate with manufacturing to pull in or push parts out per customer request.


• Learn and use customers software packages to provide forecasts to management for planning purposes as wells as manage sales orders and other required communications.


• Process, review and confirm purchase orders to customer.


• Provide quotes upon request and obtain all necessary documentation, BOM, drawings, ECO & related info to engineering.


• Request forecasting and submit to planning.


• Send reschedule report to planning for review and submit to customer once validated.


• Send RMA requests to RMA Team.


• Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.


• Learn and use Customers web-based portals to provide forecasts/demand to Management for planning purposes.


• Review and update procedures, policies, and standards.


• Analyze statistics and compile accurate reports as needed for Management review.


• Take ownership of Customers’ escalations and follow through to resolution.

Qualifications and Skills;

• 3+ years of customer service experience in a manufacturing environment


• Some experience with an ERP/MRP operating System.


• Ability to read, write and issue clear verbal instructions


• Knowledge with Microsoft Office Suits


• Working knowledge of Epicor a plus

Physical Demands:While performing the duties of this job, the employee is regularly required to be in a stationary position; move within the facilities, constantly operate machining equipment and tools, inspect surroundings and equipment, occasionally ascends/descends a ladder, communicate with others, detect odors, and transport equipment up to 20 pounds.

Work Environment:high noise level associated with a manufacturing facility