Customer Service Rep I

AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1.5B in revenue, and employ approximately 7,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.

What We Offer: 

• A hybrid office schedule for qualifying employees
• Flexible time off policy
• 401K Company match (up to 4% - dollar for dollar)
• Professional development, training, and tuition reimbursement programs
• Excellent medical, dental, vision, and life insurance policy options
• Opportunities for career advancement with an industry leader!

Job Summary

 Under general supervision, the Customer Service Representative I is a member of the Customer Service team and is responsible for assisting customers and agents with all aspects of the sales process for products supplied by AFL Telecommunication into various markets. The incumbent will be involved in all phases of the sales process including quotes, orders, shipments, complaints, and payment issues. The incumbent must be diligent in adhering to procedures, focused on producing top quality results, being highly productive and mindful of costs.

Responsibilities

• Responds to Request For Quote (RFQ) and market leads. Includes qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time.
•  Analyzes quotes to identify additional sales where applicable. Solicits and records quote feedback.
• Processes customer purchase order/change orders. Includes the reviewing of purchase order against quote, contract or AFL standard terms and conditions, resolving any discrepancies, creating sales order, supporting the resolution of credit holds, reviews sales order for accuracy and sends acknowledgement to customer.
• Manages customers’ open orders. Includes processing customer expedites, periodic review of open order to identify and address issues, and communicating status / issues to customer.
• Liaising with manufacturing and commercial departments to gather information and resolve any issues.
•  Files and maintains RFQ, quotation, customer purchase orders, and sales order acknowledgement.
•  Assists customer with additional information requirement. Includes providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, website and AFL Direct instructions.
•  Submits customer complaints. Includes assisting in the problem solving effort to include implementing corrective actions
•  Processes Return Material Authorization (RMA) request. Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved. Enters and expedites replacement orders as required.
• Supports resolution of Accounts Receivable issues with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with Customer Service Manager (CSM) and/or Supervisor, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.
• Issues Manual Credits and Invoices. Includes determining if an adjustment is appropriate, obtaining approval, and completing transactions with documentation.
• Monitors customer accounts: includes understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales agents, RSM, Customer Service and product line managers) in the service and support of our customers.
• Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure

Personal Qualities

• Interpersonal skills – must have a good command of the English language, both written and verbal in order to communicate with both internal and external customers
• Initiative - self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner
• Multi tasker – ability to juggle multiple tasks without losing sight of the details
• Team player – ability to take direction, comfortable in a cross-functional, multi-cultural environment
• Detail oriented – to ensure accuracy of order processing and quotations

Qualifications

• Bachelor degree in Business or Communications preferred or equivalent experience  
• 1-2 years Manufacturing Customer Service experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow
• Intermediate user of MS Office required
• Experience with Oracle and/or customer relationship management software, preferred

Working Conditions

• Normal office environment.

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