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SalaryPosition Summary:
The Customer Service Representative manages and supports key customers and territories. Duties include, but are not limited to: quoting, purchase order review, entry and management, working with customer portals, resolving customer issues related to production orders, and office based administration support for both internal and external customers.
Supervisory Responsibilties:
The Customer Service Representative position will be directly managed by the Manager, Customer Service. The candidate will need to be able to work with other Ametek departments on processes and documentation.
Duties and Responsibilities:
- Acts as the primary interface between assigned customers and AMETEK Rotron Sales, Business Development, Planning, Operations, Quality and Finance colleagues to support customer needs and AMETEK business objectives.
- Creates and provides quotes, reviews purchase orders, performs order entry and maintenance, manages customer websites and portals, and resolves customer issues.
- Works with customer drawings, specifications, purchase orders, shipping instructions and other customer supplied documentation.
- Ensures compliance to US Export Regulations.
- Acts as the voice of the customer to drive all functions within the business unit to ensure high customer satisfaction and scorecard ratings.
- Creates and maintains playbook (spreadsheet, database, etc.) for unique contractual requirements for key customers
- Communicates with outside Sales personnel to ensure awareness of and alignment with AMETEK goals and customer needs.
- Schedules and manages cross-functional meetings for customer issue resolution.
- Makes recommendations to Management on customer opportunities and issues.
- Responds to questions of a minor technical nature, referring other more involved inquiries to other technical departments as applicable.
Limits of Fiscal / Management Authority:
- Not permitted to change Business Management / SOP processes, procedures and guidelines without formal approval but expected to make recommendations when necessary
Required Skills and Abilities:
- Desired candidate is a self-starter with a customer-friendly approach and a strong work ethic
- Proven team player who has demonstrated capabilities in the following areas: excellent communication, interpersonal skills, well developed problem-solving skills; solid organizational skills; and the demonstrated ability to be self-directed and able to effectively relate to all levels of an organization.
- Strong computer skills are a must, to include: Word, Excel, PowerPoint; Oracle experience strongly preferred
- Ability to work well under pressure, multi-task and meet deadlines.
- Ability to provide thorough attention to detail
- Ability to take a proactive approach to problem identification and a creative approach to resolution.
- Maintain a professional demeanor in potentially stressful situations
- Excellent verbal and written communication skills
- Due to ITAR Restrictions an export license may be required.
Education and Experience:
- 4-year Marketing/Business degree or equivalent
- 3 -5 years as a Customer Service Representative in a manufacturing environment
Physical Requirements:
- Prolong periods of sitting or standing,
- Ability to lift up to 20lbs is required
Standard Company Responsibilities:
- Take responsibility for understanding the Business Management System and how it is applied to the role.
- Adhere to Health and Safety requirements always.
- There is a responsibility on all employees to bring to the attention of their manager any issues that could potentially affect the business, regardless of how small they may seem at the time.
- All duties within this job description should be carried out in line with any Company policies and procedures in place at the time.
