Customer Service Representative

Therm-X, California; Hayward (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits package

Job summary

Therm-x of California seeks a Customer Service Representative to collaborate with departments across Therm-x, ensuring on-time delivery and accurate ship dates for all products. You will communicate customer needs, maintain satisfaction records, and provide forecasts to planning teams while supporting order processing.

The role emphasizes responding to inquiries, coordinating with manufacturing, and managing quotes and documentation to engineering teams, with a focus on maintaining high customer

Qualifications

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

Responsibilities

• Respond to customer requests courteously and promptly.
• Develop and maintain customer satisfaction records and provide to management.
• Review open sales order reports to ensure ship dates are accurate.
• Communicate with manufacturing to adjust parts per customer requests.
• Provide quotes and gather required documentation for engineering.
• Take ownership of customer escalations and drive to resolution.
• Learn and use customer portals to provide forecasts and demand to management.
• Update procedures, policies, and standards as needed.

Skills

ERP/MRP

MS Office

Verbal & Written Communication

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