Sr Customer Service Representative

The Senior Customer Service Representative is responsible for higher level areas relating to customer service and support. This position will be responsible for daily, weekly, and monthly customer service and support activities. This position must meet tight deadlines and a multitude of customer service activities and is responsible to keep each customer satisfied.

What You'll Do

General Customer Service Functions

• Communicate with customers various customer support related matters -part/po statuses,
• due dates, reports, expedites, change or rush orders, special instructions, follow-ups etc. as
• back up to Customer Service Reps
• Co-ordinate shipping activities with the shipping department to ensure timely shipments and
• any special customer related instructions. Including shipping schedule review and approval.
• Daily review of POSO system for order accuracy
• Handle ramp up and special projects as related to new and current customers.
• Main focus will be time sensitive customers, as well as more difficult and complex
• assignments

Management of Inventory stock levels through Reports and analysis

• Keep information in ERP system current, and up-to-date to be able to generate open sales
• order reports, shipping reports, forecast reports etc.
• Evaluate customer forecasts/demands and purchase orders and run internal reports.
• Analyze status of each part number by evaluating various standard and custom reports to
• ensure that Amran has sufficient stock levels to meet customer demands on time.
• Communicate any changes needed to management for review and updating
• Co-ordinate various part and PO related activities through materials/purchase department.
• Manage expedites and rush requests through purchasing and/or production departments.
• Handling high demand parts and scheduling
• Running / analyzing / providing updates on unconfirmed reports to ensure OAs are to
• customers quickly and to identify possible problem parts

Customer Communication

• Keep customer informed. Reply to their requests immediately. (Most important)
• Customer specific requirement - i.e. online log-ins, passwords, submission, order acknowledgement, post dates, status update etc.

• Co-ordinate customer requests, production rush order, shipping and other special request activities through purchasing and production to ensure prompt and efficient customer replies.

• Handling customer meetings; looping in management when needed for support
• RMA process - gathering the needed information to process the RMA. Providing the customer
• with needed info once RMA has been started. Working with shipping to ship replacement and pickup, if needed, for the unit. Sending all final info including credit to the customer when RMA is closed.

• Other duties as assigned

Leadership in Department

• Training new employees coming into the department

What You'll Bring

• A college degree or prior work experience in related field of customer service/support.
• Advanced computer knowledge and good interpersonal skills are required to handle the customer
• requests and satisfy them.
• Strong communication and problem-solving skills are a must, particularly strong verbal communication and listening skills.
• Good typing, spelling, and written communication skills are necessary.
• Ability to multi-task, work under pressure, meet deadlines, co-ordinate activities with various
• departments and be able to thrive in a fast-paced work environment.
• Ability for prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds