Job Description
At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, diverse and passionate team, work-life balance and continuous career advancement.
Job Summary:
The Customer Service Representative is the Analogic interface for order management for standard customers. Customers may include internal and external customers. High-level responsibilities include:
- Order Management:
- Receives, processes, and facilitates customer contracts, sales orders, and change requests.
- Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales/BD/Finance in the case of new business terms.
- Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.
- Sales Operations Support:
- Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
- Ensure a smooth and efficient customer interaction resulting in a positive customer experience.
- Proactive communication to ensure alignment on expectations between customer and Analogic.
- Coordinating, escalating, and expediting order activity as necessary.
Duties:
Management of orders including but not limited to new product, spares, repairs, and engineering:
- Enter customer sales orders, change orders, debits, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures. Update and maintain ERP system; may also work in customer owned databases.
- Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding customer overdue payments.
- Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.
Sales Operations support including proactive customer communication for products, service, and repairs.
- Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
- Supports maintenance of customer master files, customer-related pricing, and contract documentation.
- May handle inquiries (quotes) for standard products and services.
Analogic Interface
- Provide world class service to Analogic external international and domestic customers face to face, via phone and e-mail by providing timely, accurate and proactive communication.
- Order receipt acknowledgment, sales order confirmation, and shipment notifications
- Status updates and changes
- Be proficient in ERP and CRM tools to drive efficient and effective order process and communication with customers.
- May include supporting international shipments including but not limited working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
- Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable.
Education and Experience:
- Associates Degree or equivalent with at least 2 years of experience including direct customer contact.
- Excellent computer skills; proficiency in MS Office including Word, Excel, Access, and Outlook.
- Exceptional verbal and written communication skills.
- Ability to multi-task and attention to detail.
- Experience with ERP systems (SAP preferred)
BENEFITS:
- 401k with company match vested immediately.
- HSA/HRA company contribution
- 9/80 schedule: every other Friday off!
- 8 weeks paid parental leave.
- Healthcare for now and healthcare as your family and health change
- On-site Gym facility
- Continuous Education Pathways
- Free Parking
- Breakfast & Lunch Café on site
- You will be joining a passionate, driven, and diverse global team!