Customer Service Representative II in Hayward, California at NIBE Element North America

Therm-x of California is the leading manufacturer for Advanced Temperature and Control Systems for Hi-Technology industries. We have been in business for over 30 years and have a diverse customer base. We offer competitive pay, and a comprehensive benefits package.

The NPI Customer Service Representative will work closely with the appropriate departments throughout Therm-x to ensure customer satisfaction and on time delivery of all Therm-x products. Maintaining accurate ship dates and notifying customers of changes in delivery schedule is critical. Communicate all customer needs to appropriate internal team/manager. Tracking and maintaining customer satisfaction records along with following company policy related to sales order processing.

Responsibilities and duties include but not limited to;

• Courteous and timely response to customer requests.
• Develop and maintain customer satisfaction records and provide to management for review.
• Maintain and summarize customer complaints for management review and corrective action.
• Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.
• Communicate with manufacturing to pull in or push parts out per customer request.
• Learn and use customers software packages to provide forecasts to management for planning purposes as wells as manage sales orders and other required communications.
• Process, review and confirm purchase orders to customer.
• Provide quotes upon request and obtain all necessary documentation, BOM, drawings, ECO & related info to engineering.
• Request forecasting and submit to planning.
• Send reschedule report to planning for review and submit to customer once validated.
• Send RMA requests to RMA Team.
• Review open sales order reports and conduct review meetings with other sales/planning staff to ensure ship dates are accurate.
• Learn and use Customers web-based portals to provide forecasts/demand to Management for planning purposes.
• Review and update procedures, policies, and standards.
• Analyze statistics and compile accurate reports as needed for Management review.
• Take ownership of Customers’ escalations and follow through to resolution.

Qualifications and Skills;

• 3+ years of customer service experience in a manufacturing environment
• Some experience with an ERP/MRP operating System.
• Ability to read, write and issue clear verbal instructions
• Knowledge with Microsoft Office Suits
• Working knowledge of Epicor a plus

Physical Demands: While performing the duties of this job, the employee is regularly required to be in a stationary position; move within the facilities, constantly operate machining equipment and tools, inspect surroundings and equipment, occasionally ascends/descends a ladder, communicate with others, detect odors, and transport equipment up to 20 pounds.

Work Environment: high noise level associated with a manufacturing facility