Senior Customer Service Representative

The Customer Service Representative is responsible for all areas relating to customer service and support. This position will be responsible for daily, weekly, and monthly customer service and support activities. This position must meet tight deadlines and a multitude of customer service activities and is responsible to keep each customer satisfied.

General Customer Service Functions

• Communicate with customers on various customer support-related matters –part/po statuses, due dates, reports, expedites, change or rush orders, special instructions, follow-ups, etc.
• Enter Sales Orders and provide order acknowledgements when needed, depending on workload, as a backup to the Data Entry Specialist
• Co-ordinate Shipping activities with the shipping department to ensure timely shipments and any special customer-related instructions.
• General Office duties, filing
• Phones – greet and divert incoming phone calls

Management of Inventory stock levels through Reports and analysis

• Keep information in the ERP system current and up-to-date to be able to generate open sales order reports, shipping reports, forecast reports, etc.
• Evaluate customer forecasts/demands and purchase orders, and run internal reports.
• Analyze the status of each part number by evaluating various standard and custom reports to ensure that Amran has sufficient stock levels to meet customer demands on time. Communicate to management when changes are needed.
• Co-ordinate various parts and PO-related activities through the materials/purchase department. Manage expedites and rush requests through purchasing and/or production departments.
• Review and confirm orders not be confirmed at the time of entry

Customer Communication

• Keep the customer informed. Reply to their requests immediately. (Most important)
• Customer-specific requirement – i.e., online log-ins, passwords, submission, order acknowledgement, post dates, status update etc.
• Co-ordinate customer requests, production rush orders, shipping, and other special request activities through purchasing and production to ensure prompt and efficient customer replies.
• Other duties as assigned

What You’ll Bring

• A college degree or prior work experience in the related field of customer service/support.
• Advanced computer knowledge and good interpersonal skills are required to handle customer requests and satisfy them. 

• Strong communication and problem-solving skills are a must, particularly strong verbal communication and listening skills.
• Additionally, good typing, spelling, and written communication skills are necessary.
• Ability to multitask, work under pressure, meet deadlines, coordinate activities with various departments, and be able to thrive in a fast-paced work environment.

• Ability to move around the facility
• Able to sit at a desk for prolonged periods working on a computer.
• Must be able to lift up to 15 pounds at times.