Customer Service Representative

Therm-x of California; Hayward (CA); On-site; USD 44,000 - 54,000; Full time

Job summary

Therm-x of California in Hayward, CA is seeking a Customer Service Representative to support order processing and ensure on-time delivery of Therm-x products.

The role involves coordinating with manufacturing, updating ship dates, handling quotes, and maintaining customer satisfaction records. Qualifications include 3+ years in manufacturing customer service, ERP/MRP experience, and proficiency with MS Office; Epicor is a plus.

Qualifications

• 3+ years of customer service experience in a manufacturing environment.
• Experience with ERP/MRP systems.
• Ability to read, write and issue clear verbal instructions.
• Proficient in Microsoft Office.
• Knowledge of Epicor is a plus.

Responsibilities

• Courteous and timely response to customer requests.
• Maintain and summarize customer satisfaction records and provide to management for review.
• Review open sales order reports and ensure ship dates are accurate.
• Communicate with manufacturing to pull in or push parts per customer request.
• Provide quotes and obtain necessary documents to engineering.
• Take ownership of customers' escalations and follow through to resolution.

Skills

Customer service

ERP/MRP

MS Office

Communication

Tools

Epicor

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

Full-time Hayward, CA, US

Salary Range: $21.00 To $26.00 Hourly

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