Customer Care Project Specialist

The primary responsibility of this role is the overall coordination, implementation, and successful execution of PO’s as the customer’s advocate at the factory, ensuring customer care is maximized and deliverables are on time and on budget. Assist with investigation and write up of Customer Service Requests (CSR) to ensure timely handling with complete documentation and resource coordination of the solution.

Job Summary:The CCPS is a key Sales and Application Engineering support role that oversees all orders from time of PO issuance to delivery. The primary responsibility of this role is the overall coordination, implementation, and successful execution of PO’s as the customer’s advocate at the factory, ensuring customer care is maximized and deliverables are on time and on budget.Essential Responsibilities:

• Manage and distribute all Grid Services Division PO’s.
• Review purchase order upon receipt for accuracy.
• Request any information needed and follow up to assure accuracy.
• Track job through the engineering process and retrieve any needed information or approvals.
• Provide customer with expedited dates on deliverables from engineering to shipment.
• Coordinate any customer expedites needed or from internal company resources.
• Create and maintain any current reporting for customers as assigned.  This could include Open Order Reports, Shipping Status Reports, Engineering Reports, On Time Delivery, etc…
• Provide continuous follow ups on any open needs from the customer or internally.
• Report and escalate any critical need to management.
• Provide application engineering support to ensure part numbers meet exacting customer specifications.
• Enter Orders, process documents required to load new parts, and release BOMs to production.
• Help manage SFDC opportunities.
• Conduct process training as requested.
• Provide fast track order support execution as requested.
• Assist with professional and expeditious responses to customer RFI’s and RFQ’s as needed.
• Assist with investigation and write up of Customer Service Requests (CSR) to ensure timely handling with complete documentation and resource coordination of the solution.
• Enter CSR orders in MAI for immediate processing.
• Support ISO 9000 Compliance.
• Perform other duties as assigned.

Minimum Qualifications:

• Education: Associates degree or equivalent combination of education and experience.
• Experience: 1-3 years of experience in sales or a technical support role associated with product sales.
• The ability to deliver outstanding customer care.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Word, Excel, PowerPoint and CRM software (i.e. SFDC)
• Excellent organizational and time management skills.
• Ability to read and understand technical drawings.
• Ability to be self-motivated and work with minimal supervision.

Preferred Qualifications:

• Education: Bachelor's degree business
• SAP / CRM / SFDC Software Super User / Microsoft Dynamics / Business Central
• Industrial Engineering / processes improvement / quality assurance experience.
• Strong knowledge of all company products.
• Proficient with AutoCAD / SolidWorks
• Significant Utility Industry Experience – Customer Contact Relationships

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