Description: PDS Tech is seeking a Customer Service Assistant for an open position in Nebraska City, NE Essential Duties and Responsibilities:
Works closely with the District Sales Manager while acting as the main point of contact for customer issues pertaining to products and services.
The CAR manages the OTC process by reviewing each Customer PO/contract, validating pricing, working with and assisting with resolving AR issues when appropriate.
Review, process and manage Customer complaints/returns within prescribed timescales in the QM module as documented in the RMA guidelines for successful outcome and feedback both internally and externally.
Establish and maintain effective and efficient utilization of records and files necessary in providing timely and satisfactory service to Customers.
Prepares, generates, and distributes daily reports (as required) and order acknowledgements to appropriate personnel.
Understand product specifications and relay them accurately to both internal and external Customers.
Understand and retain all processes and procedures of the CAR function. CAR’s are required to take an active role in process development and continuous improvement.
Participate in training sessions, meetings, skill building and professional development classes.
Contributes to the development and maintenance of standards, policies, and procedures.
Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organizations existing customers.
Provides back-up support to other group members in the performance of job duties as required.
Supports/participates in the organization’s Continuous Improvement Program.
Liaise with Sales, Operations and Materials Management to ensure all activities related to material or product deliveries are communicated for inclusion within the production capacity planning program, and all delivery issues are escalated appropriately.
Responsible for the completion of ‘order management’ on all accounts to ensure prompt order processing with high levels of accuracy; including verification of product configuration from customer.
Monitor and maintain all credit and debits for customer accounts.
Act as first point of contact for Customer and vendor inquiries.
Prepare documentation for pricing committee for bids and quotes.
Maintain and continuously improve upon all work procedures in support of Company and Departmental standards and procedures.
Use judgment appropriately to escalate all issues concerning the department or employee concerns. Qualifications or Functional Experience:
A university degree in business studies, marketing or equivalent is preferred; or at least 5 years’ experience in customer service within a manufacturing or industrial setting.
Alternatively, the equivalent combination of formal education and experience within a similar office environment will be considered.
Practical experience in formulating short and long term business plans concerning internal sales targets.
Bilingual ability of both the spoken and written word would be a candidate advantage.
A valid driver’s license is essential.
System or Knowledge:
IT/Computer literacy – good knowledge and technical skills in Microsoft applications such as; PowerPoint, Excel, Word, Outlook and Project.
Knowledge and technical skills in the use of role related software; such as SAP.
One to three years product knowledge. Must possess strong technical aptitude.