GENERAL SUMMARY:

The Customer Service Representative is responsible for the preparation, review, and flow down of all ASRaymond solicitations, proposals and contracts to ensure legal and corporate guidelines are in compliance, as well as, ensuring proper alignment with appropriate policies and procedures. The CSR will document and maintain all contract agreements in accordance with Corporate Policies and Divisional Operating Procedures.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Primary contact for all inquiries from customers regarding orders, quotes, deliveries, changes, shipping and data entry, quality concerns, expedites, product returns and sales follow up on product lines new and existing through verbal and written communication.
Responsible for contract review relating to customer purchase orders, quotes, and customer specific requirements. Works with Customer Service Supervisor to resolve customer requirements; drafting correspondence for external/internal customers in response to specific inquiries.
Responsible for disseminating terms and conditions, special instructions, configuration changes, quality, pricing and/or other requirements throughout the organization in accordance with written procedures.
Follows contract processes to ensure compliance to Corporate and Division polices (including Price Policy) and contract terms and conditions. Works with Customer Service Supervisor and Customer Service Manager to establish proper direction and guidance to functional areas to ensure proper administration of contract requirements.
Captures contractual documents, distributes copies to appropriate parties and retains them in accordance with internal and/or customer retention requirements.
Vast knowledge of division policies/procedures to resolve customer inquiries relating to product application, customer specific requirements, and quality claims.
Review customer requests for quotes and government solicitations (with guidance of the Contracts & Customer Service Supervisor and Customer Service Manager). Coordinates with sales team and functional areas on new opportunities. Responsible for inputting data (sales orders, RFQ, pricing, status, etc.) into the ERP system and ensuring data is accurate and complete.
Responsible for raising export compliance concerns to the Division Export Compliance Administrator (DECA) when required.
Coordinates with finance to set up new customer accounts, obtaining tax exempt documentation, and validating purchase order for alignment to company payment terms and conditions.
Support Account Receivable initiatives by resolving pricing and shipping discrepancies.
Collaborates with all functional areas to identify opportunities that support continuous improvement initiatives.
Maintains professional business relationships with customers. Sharing information with Sales and Marketing to maintain competitiveness.
Sharing business opportunities that result from new product introductions to customers and passing the opportunities onto the Sales Team.
Collaboration with Operations to execute expedites, tracking information, and process courier claims.
Process RGA, credits and debits utilizing division guidelines.
Other projects/responsibilities as assigned.
Following Barnes Group Code of Business Ethics and Conduct.

MINIMUM QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Required Education:

High School diploma or equivalent, associate’s degree preferred.

Required Length & Type of Experience:

Minimum of two years of prior experience in Customer Service or a related position preferably in the Distribution industry.
Exemplary oral and written communication skills.

Core BGI Competencies:

Instill Trust
Manages Ambiguity
Optimizes Work Processes
Collaborates
Communicates Effectively

Knowledge, Skills & Abilities:

Basic understanding of contracts, quality clauses, and terms and conditions commonly used in business. Including but not limited to Government FAR and DFARS.
Exemplary oral and written communication skills.
Problem solving techniques to assist in resolving inquiries.
Strong computer skills.
Ability to develop long-term business relationships internally and externally.
Good mathematical/quantitative and analytical orientation.
Position requires a great deal of tact.
PC aptitude in a Windows environment (MS Office: Excel, Access, Word, PowerPoint) and ability to learn other software packages.
Proven success interacting with peers, senior management and other functional areas.
Ability to work independently, to multi-task handling simultaneous work assignments and projects, and drive “Lean” process improvements.

PHYSICAL DEMANDS:

The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

While performing the duties of this job, the employee is regularly required to stand, walk and sit.
May be required to travel occasionally to customer premises and to local and non-local training locations.

WORK ENVIRONMENT:

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

While performing the duties of this job, the employee is exposed to a normal office environment.
Travel internationally and domestically will be required approximately less than 10% of total time.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.

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