Customer Service Representative
ECustomer Service Representative Are you a successful Customer Service Representative looking for a new and exciting opportunity? Do you have experience in a project management role, inside sales, or customer service? Then the Customer Service Manager position with Electro-Mechanical Industries, Inc. (EMI) is the perfect opportunity for you. We are a family owned, custom manufacturer of electrical power distribution equipment located in Plymouth, MN. The company, with 45 years of steady growth and product innovation, provides products and services to commercial and industrial customers throughout the US. The Customer Service Representative will provide the necessary planning and coordination to ensure the completion of project(s) that meet or exceeds the customer’s requirements. The Customer Service Representative will accomplish this by setting deadlines, following up on order fulfillment priorities, handling post sales issues, administering the CRM system, and monitoring and summarizing the progress of the sales orders in coordination with members of the EMI Sales, Engineering, Scheduling and Production teams. The Customer Service Representative is a full-time exempt non-Union position and reports to the Sales Manager. Essential Job Duties: · Utilize ERP system for order intake, scheduling, and customer requirements to ensure orders are fulfilled timely and accurately. · Assist customers with documentation requests promptly and accurately. · Coordinate and fulfill any field service requirements. · Manage and effectively implement customer change orders, or internal change orders whenever necessary. · Proactively provides feedback to sales on capabilities associated with equipment, processes, and timelines. · Support outside sales reps with ongoing project communication to customers, company production control, Purchasing, Quality and Engineering. · Communicates closely with Engineering and Production Scheduler regarding customer requirements and timelines. · Work closely with operations on project timelines to meet or exceed the customers’ expectations. · Interfaces with customers, sales, and operations to ensure end user needs are on time and on budget. · Monitors project progress for correction and changes as necessary to support customer needs. · Identify and resolve problems, gather and analyze information, develop and work on resolutions to complete projects. · Communicate with the shipping department to ensure accurate and timely delivery of products to the customer. · Manage product/order performance issues. Track warranty claims and customer complaints: follow through until proper root cause is identified, correction action is complete, and preventative improvement is implemented (as needed). · Participates in resolving customer issues and acts as a liaison in resolving customer complaints. · Assures company metrics and goals associated with sales orders are met. · Foster teamwork and collaboration within EMI and adapt to varying team dynamics. · Participate in the development and implementation of project management tools, processes, and best practices. · Communicate with suppliers and purchasing department to ensure accurate and timely delivery of components. · Serve as administrator for CRM system. · Update quoting tools and quote processes, as necessary. · Assist with picking parts for custom orders from inventory and preparing orders for shipment. · Other duties as assigned. Education and Experience: · High school diploma required, college degree preferred. · 2 years minimum experience in manufacturing, customer service, or a technical role preferred. · Inside Sales, Customer Service, or technical sales representative experience preferred. · 1-2 years’ experience working within an ERP system preferred. Competencies: …