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Customer Service Representative


Job Description:

The Customer Service Representative (CSR) provides a variety of customer services as the essential driver of customer needs through the business process.  They are the liaison between the customer and Meyer business segments.  They are responsible for driving timely execution in matters of quoting, PO and job release, status tracking with open and transparent communication to the customer, and escalation of issues to executives for resolution.  This is a fast-paced position that requires individuals to have the ability to focus and execute in a structured and active environment.

Job Function:

Responsible for coordinating customer requirements, facilitating inquiries, quotes, purchase orders, and customer services account information.  Perform contract management for current and future orders, pricing, lead times and contractual requirements.  Respond to customer inquiries by researching status of order utilizing their strong experience base and product knowledge.  Perform work with limited direct supervision.  CSR will build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty.  CSR will play a critical role in providing an interface between customer and MTI, and should handle customers in a friendly and professional manner.

Primary Responsibilities:

  • Handle complex service questions from customer and apply sound judgment in resolving issues
  • Maintain daily requirements for customer through MTI order entry system
  • Ensure all requests for quotes are completed on time and in accordance with company guidelines and policies
  • Interface with operations, production control, engineering, and quality to maintain status of existing and pending jobs in order to provide the customer with accurate pricing and manufacturing lead time estimates
  • Interface with customers, understand and solve account related issues on a regular basis through phone calls, emails, and other methods
  • Work closely with production control and engineering to align jobs with proper documentation to satisfy customer requirements via customer portal or similar required process
  • Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues
  • Identify and escalate questionable terms and conditions in contracts or purchase orders to management for resolution
  • Complete transactions for price verification, researching part numbers, evaluating lead times, and similar transaction to address customer needs
  • Review and address any customer aged receivables with accounting department
  • Track and maintain up to date knowledge regarding any and all non-conforming hardware and non-conforming reports
  • Assist with Safety program and purchasing functions
  • Perform miscellaneous duties assigned by supervisor
  • Adhere to all quality and safety standards

Requirements:

  • Associate’s degree in Sales & Marketing or related field and 3 years of experience in a Customer Service Representative role; Bachelor’s Degree Preferred
  • Must meet the ITAR definition of US Person(s)- documentation required
  • Preferred: 3 or more years of experience in direct customer support/service position in an aerospace manufacturing or related environment
  • 3 or more years of experience reviewing and interpreting quotes, PO’s and terms and conditions
  • Excellent verbal and written communication skills in English
  • Ability to communicate professionally verbally and in writing with customer to understand needs and concerns
  • Strong administrative skills: organization, time management, planning, and problem solving
  • Work with limited direct supervision
  • Must exhibit a high level of motivation and a sense of urgency
  • Know and understand the needs of internal and external customers
  • Results oriented and work hard to consistently provide exceptional service
  • Ability to prioritize and follow up accordingly
  • Ability to meet critical deadlines and work in fast paced environment
  • Intermediate to advanced proficiency in MS Office
  • MTI is a safety sensitive manufacturer. As such, successful results of pre-employment drug testing will be required.

Physical Demands/Work Environment:

While performing the duties of this job, the employee is regularly required to move throughout the facility, use hands, reach with hands and arms, and communicate.  The employee must periodically lift/or move up to 30 pounds. Work in office environment and use of computer (typical 2-button scroll mouse and keyboard – 80% of the work day).  Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.  The noise level in the work environment may be loud.  Must be able to use required personal protection equipment (PPE).   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to work in a supportive team environment that is fast paced with a strong commitment to accountability.

This posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required in this job.

 

To apply please submit resume noting job inquiry #230240124CX to the Human Resources Department by email at corporaterecruiter@meyertool.com.

 

An Equal Employment Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetics, or protected veteran status and will not be discriminated against on the basis of disability.

Will remain posted until filled.