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  • Customer Service Specialist

    Posted: 08/19/2022

    Department requires an individual who can manage multiple responsibilities. Must be able to provide knowledgeable customer service related to CAS products and manufacturing systems both to internal/external customers, outside sales and key accounts.  Must efficiently and effectively handle the needs of assigned accounts to minimize referrals or problem resolution by others.  Excellent computer skills and a solid knowledge of ERP systems are essential. 

    MAJOR ACTIVITIES
     

    • Answers, directs and filters all incoming telephone calls from customers, suppliers, and general inquiries
    • Receives and enters customer orders on ERP system
    • Receives RMA requests and coordinates assignment with Engineering, Quality and Sales.  Filters and coordinates product/service complaints
    • Confirms and coordinates shipping instructions and provides delivery information
    • Sends acknowledgements, issues invoices and monitors follow-up on payments as they relate to order entry and delivery    
    • Monitors daily release schedules and tracks order status, including lead times, shipments, delivery dates, order/bill adjustments and rework orders
    • Reconciles Customer’s Supplier Schedules to CAS’ order log and release schedules and makes appropriate adjustments.  Manages order data in customer portals, as required
    • Responds directly to customers by phone, letter or email to resolve issues
    • Works under minimal supervision to accomplish assigned tasks that are broad in nature, may be complex, and which require independent decision making and problem solving  
    • Effectively manages own filing, communications, training and administrative tasks
    • Other duties as assigned
     
     
    REQUIRED SKILLS
     
    • Bachelor’s degree preferred
    • Minimum 5 years Customer Service experience, with at least 3 in manufacturing
    • Organized self-starter capable of completing tasks with limited supervision
    • Ability to interact professionally at all levels, ranging from senior executives to shop floor leads
    • Excellent verbal and written communication skills to internal and external contacts
    • Detail-oriented with strong analytical and problem resolution skills
    • Excellent computer skills with Microsoft Suite, the internet and ERP systems.  PLEX experience a plus
    • Able to work effectively in a team-based environment to support internal and external customers
    • Able to improve processes and workflow relating to responsibilities
    • Able to handle workflow peaks related to volume
    • Knowledgeable about manufacturing operations including sales, marketing, engineering, production, and shipping

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