Customer Support Coordinator

Research Electro-Optics, Inc. is a dynamic, growing manufacturer based in Boulder, CO.  We manufacture optical components and lasers.  We are looking for a Customer Support Coordinator to join our team.

Primary Responsibility:        To perform order management in a complex and diverse environment, providing support to customers & the Sales group and coordinating order fulfillment with the Operations group.  The Customer Support Coordinator drives account retention through superior customer responsiveness, attention and accuracy.

Major Responsibilities:

1.       Provide sales support across the organization:

• Expedite orders and requests for quotes (RFQ’s)

  • In coordination with management/engineering staff, prepare quotes in response to customers’ requests for quotes (RFQ’s)

2.       After orders have been received, manage the process of order fulfillment

• Thoroughly analyze all customer orders for accuracy

• Clearly define and communicate to the appropriate groups the customer’s expectations with regard to delivery, quality, product performance, technical requirements, document submittals, communications, reporting, packaging, testing, shipment, and payment. 

  • Ensure that all of the above information is accurately transferred into ERP system

    • Manages order through each phase of development from order acknowledgement to final shipment.  Clearly defines technical issues, commercial issues, major milestones, critical path items, schedule of deliverables, cost assumptions, and payment schedules to customers. 

      • Route customer inquiries to appropriate personnel

        • Deal with operational issues such as delivery schedules, order revisions, questions, invoicing, warranty issues and the like in a thorough, accurate and timely manner

          • Assures all planned activity occurs and that the quality of each event satisfies customer requirements.

            • Apply credit on returned materials, when applicable

              • Act as liason between customers and Accounting on invoicing issues and payment resolution

3.       Compliance support

• Provide current and accurate documentation for all domestic and international orders
• Act as a liaison for foreign distributors by providing current and accurate information on all products

Qualifications:

1.       HS diploma or equivalent

2.       3 or more years minimum customer support, inside sales or contract administration work experience

3.       Experience with enterprise resource planning (ERP) software and understanding of MRP concepts and process manufacturing

4.       Good working knowledge of import/export regulations and terms

5.       Incredible attention to detail and ability to analyze and troubleshoot complex contracts

6.       Good judgment skills and ability to make decisions independently

7.       Ability to manage several tasks at once

8.       Ability to work on a wide variety of tasks with little or no supervision

9.       Able to deal with customers (internal and external) with a pleasant disposition and manner – even when conflicting objectives and priorities are involved.

10.  Skills and proven experience in negotiation, particularly with internal personnel.