Customer Service Representative

DescriptionExcelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.We are currently seeking a

Customer Support Representative who will drive account retention through superior customer responsiveness and attention to detail. They will perform order management in a complex, fast-paced, and diverse environment. This Representative will also provide support to external customers and facilitate internal communications related to order fulfilment and customer requirements.

Main Responsibilities

• Provide company and specific product information to prospects and/or customers. According to policy, quote standard price and delivery of commercial products via telephone, fax, and email.

• Receive and enter sales order information into the applicable ERP. On-board new customers including all customer contact, billing, and shipping information.

• Interface with Sales and Manufacturing Operations to coordinate production and delivery schedules; proactively alert applicable team of any concerns.

• Create and maintain customer files to contain all order, quotation, invoices, and other documentation related to that customer.

• Coordinate returns with decentralized, cross-functional contacts to ensure timely review and resolution; track and advise customers of current status and discuss repair quotations for out-of-warranty products.

• Support assigned business development managers (BDMs) by providing open order reports, participating in conference calls as needed and assisting with resolution of any other sales related issues where applicable.

• Support the Finance organization with collections on new Cash in Advance accounts; receive and match Letters of Credit as required, ensuring orders are processed accurately while maintaining sound financial controls

• Assist with adherence to ISO 9000 standards and requirements; the Export Management System (EMS), Internal Control Program (ICP) and Import Management System (IMS); prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMA’s, bookings, etc

• Responsible for the tactical requirements of export and import compliance, including obtaining the required export licenses prior to shipment /export. Obtain Certification of Ultimate Export Consignee and/or End User Certificates and/or End Use Statements as necessary for new orders

• Maintain documentation according to company record retention polic

• Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.

• Other duties as assigned

Requirements

• Bachelor’s degree in business or related field preferred.

• Two years of customer support, inside sales or contract administration work experience preferred.

• Previous manufacturing experience preferred.

• Previous experience using enterprise resource planning (ERP) software preferred.

• Knowledge of import/export regulations and terms preferred.

• Highly organised, self-motivated and possesses a desire to work at a fast pace with a sense of urgency, accuracy, flexibility and ability to make decisions independently.

• Ability to manage several tasks at once.

• Ability to work on a wide variety of tasks with little or no supervision.

• Able to foster strong relationships with customers (internal and external) and communicate effectively in person, via the telephone and electronically.

• Able to negotiate with others to resolve conflicting objectives and priorities to ensure customer satisfaction.

• Strong Microsoft Suite Skills preferred; Salesforce experience preferred.

• Visa sponsorship is not available for any position at Excelitas

• This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR)

BenefitsExcelitas offers a goal-oriented team dedicated to Safety, Excellence, Agility and Respect. Come pursue your career within a niche business and learn something that you can’t find anywhere else! We have a great benefits package with:

• Enjoy a generous 144 hours of accrued PTO right from day one,

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Salary: $56,000-$70,000

• Benefit from a 401k match of up to 5%,

• Access comprehensive medical, dental, and vision coverage starting on your very first day.

• ...and so much more to enhance your career and well-being!