Customer Service Representative

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The Customer Service Representative (CSR) is responsible for handling all order fulfillment related functions for the organization. Order fulfillment begins with demand management and includes receiving purchase orders or releases and coordinating with planning and shipping (logistics) to ensure the highest levels of customer satisfaction.
The Customer Service Representative is the in-house representative for the customer and is responsible for working with both the customer and various SPIROL staff members to ensure all customer needs are met in a timely manner. This includes working with the customer to ensure that their orders are placed on SPIROL with sufficient future planning horizon to produce the parts cost effectively, and to provide seamless delivery to the customer’s required date.
The Customer Service Representative reviews and escalates customer matters to the appropriate levels of management to ensure that the customer experience meets SPIROL’s Vision. As a part of this process, the Customer Service Representative ensures they are innovative and exhausts all options available in the pursuit of the customer being delighted with SPIROL’s service and support while simultaneously ensuring SPIROL’s best interests.

RESPONSIBILITIES:
1. Executes Demand Management for existing customer business:
a. Responsible for actively managing customers’ demand, and keeping SPIROL’s factories full within the time horizon to ensure effective manufacturing planning and execution. Generally, this is firm and forecast 9 months into the future.
b. Proactively solicits customer orders when the customer’s FIRM orders drop below a reasonable firm window (generally 13 weeks into the future) and reviews order pattern trends (up / down) to identify changes to manufacturing planning personnel.
c. Proactively solicits customer FORECAST information, in pursuit of maximum visibility of total expected customer demand. This in includes entering forecasting into SPIROL’s ERP system, and actively managing the accuracy thereof.

2. Provides a timely and accurate response to customer orders and inquiries, developing strong one-on-one business relationships with customers. Timely is defined as within 8 business hours or by the customers expected response window whichever is lower. The objective is to exceed the customer’s expectation.

3. Reviews, documents, and maintains documentation of customer-specific requirements pertaining to Customer Service so that any Customer Service Representative may process orders effectively in the future.
a. Ensures existence of approval of customer-specific special pricing/terms where applicable.
b. Maintains the customer address book including shipping/packing list notes.
c. Maintains the customer part number cross reference (number and revision level).

4. Executes Order Review on all incoming orders and releases to ensure all aspects are conforming to the agreed upon terms including, but not limited to pricing, delivery, and payment terms.

a. Places any order which does not pass order review on-hold for action. This does not relinquish responsibility for timely processing of the order. The Customer Service Representative must coordinate with sales or appropriate SPIROL personnel to ensure prompt order processing for minimized impact to the customer.

5. Proactively communicates and resolves, and / or coordinates resolution of the following with customers:
a. Delivery schedule changes (production delays).
b. Projected delivery/freight challenges (holiday/strikes/missing and damaged shipments). The CSR shall hold a basic understanding of logistics.
c. Soft Collections (Accounts Receivable / Overdue Invoices / Open Credits and Debits) issues which could cause a shipment delay.
d. Any other matter which could potentially adversely impact a customer or SPIROL.

6. Enters customer complaints in the appropriate system to ensure that the customer receives a timely response.
a. Coordinates processing of customer credits resulting from discrepant parts, invoicing/pricing errors, other required adjustments, and initiates replacement orders when appropriate.

7. Promotes continuous improvement by taking the initiative to identify issues and provide solutions with the goal of reducing cost and improving performance.

8. Minimizes waste and conserves energy through reuse, recycling and following Environmental Management System practices.

9. Ensures compliance with all policies, procedures and safety rules and regulations.

10. Performs all other work as assigned by his/her manager.