Basic Position Objective Statement:
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. This includes communicating customer product needs to appropriate departments and with customers on all product changes, manufacturing issues, and deliveries, as well as providing support to sales team.
Little Rapids Corporation will manufacture products in a manner that respects the safety and health of our associates, the environment, and the communities in which we operate. We believe that each and every Associate plays critical role in creating a safe work environment by exhibiting personal safe behaviors. To be successful as a company, we will have exemplary safety performance.
Principal Responsibilities and Accountabilities:
Support and participate in Kaizen, 5S, Total Preventive Maintenance, and other continuous improvement efforts, as required of this position. This includes activities to this specific position/department, as well as company-wide initiatives in other areas of the organization.
Handle all incoming order requests via EDI, phone, fax, email, etc…
Review orders for accuracy. Document carrier and monitor for compliance to Logistics programs.
Communicate with the Production Planners to make them aware of any inventory issues, large orders, or rush request.
Support Regional Sales Managers in expediting contracts through the approval process.
Process contract rebates in a timely manner.
Process customer product and service complaints through gathering of all necessary information, completing appropriate forms and logs, create letters of acknowledgement and generation of credits where applicable. Complaint process to be completed in timely manner according to ISO 9001 requirements.
Resolve customer inquiries to include order changes, shipment status, product information, price information, return authorization requests and sample order requests.
Set up and maintain Customer Special Instructions in JDE system. Update on regular basis based on the established guidelines set for special instructions.
Maintain high degree of product knowledge for all product lines to include product specifications and end-use applications through product demonstrations.
Provide customer service backup support for all product lines to include Medical, Beauty, Dental and Specialty.
Other assignments as made by management.
This is not an exhaustive list of duties or functions and may not necessarily comprise all the "essential functions" for purposes of the ADA
Knowledge, Education and Training Qualifications and Certifications:
High School diploma. Post High School course work desirable.
Key Functional Competencies:
Excellent oral and written communication skills as well as interpersonal skills at all levels of the organization.
Minimum three years customer service experience.
Experience in a manufacturing environment to include customer-specific order requests, knowledge of shipping, distribution and integrated order entry system(s) - Preferably JD Edwards / Oracle.
Experience in Microsoft Office programs including Word and Excel.
Demonstrated ability to work under minimal supervision.
Strong organizational skills with ability to manage multiple priorities.
Detail oriented, accurate, and able to work in a fast-paced environment.
Key Performance Competencies:
Demonstrated ability to work effectively within a culture defined by LRC’s core values of achievement, teamwork, innovation and respect.
Effective verbal and written communication skills are required.
Regular attendance at work is required. Ability to work additional hours during the week or on weekends may be required.
The ability to work in a normal office environment to include: sitting or standing for long periods of time, operating various standard office equipment, carrying paper documents/files, reaching and bending, speaking on the telephone, walking through our manufacturing plant, and wearing required personal protection gear (i.e. hearing, eye and foot protection).
Customer Relationship Management