Customer Service Administrator - Distribution
POSITION SUMMARY
Reporting to the Customer Service Supervisor - Distribution. Shall provide excellent customer service and administrative support for distributor customer accounts. Hirose is a manufacturing company, and this is a business-to-business customer support role. Account management of established customers with no sales goal. Workload is primarily data management through our ERP system and e-mail management via Outlook.
ESSENTIAL RESPONSIBILITIES
Core duties and responsibilities include the following. Other duties may be assigned.
1. | Manage and support customer accounts as required or requested by customer and/or sales team. |
2. | As required or requested, provide information to customer and/or sales team to include but not limited to: |
a. | Purchase order receipt confirmations |
b. | Shipment / delivery confirmations / tracking numbers |
d. | Open order reports |
e. | Expedite status |
f. | Documents such as shipping notices, commercial invoices, packing list |
3. | Utilize customer portals as needed to download customer PO’s or Shipping Schedule’s and upload order confirmations ensuring all information is updated and accurate. |
4. | Receive and distribute customer documents such as supplier manuals, quality manuals, shipment routing guides, etc. ensuring all pertinent parties are aware of the latest revision and changes for these documents. |
5. | Receive and/or retrieve customer purchase orders and enter into ERP system accurately and in a timely manner and ensuring requested delivery dates, and lead times meet quote or contract/agreement guidelines. |
6. | Review customer demand and our inventory/PO’s, and coordinate internally making sure that customer’s demands can be met. |
7. | Maintain and update open customer order in the ERP system to meet customers expedite, pull-in, push-out, cancellation, increase and/or reduction requests and coordinate with other departments as applicable making sure to follow set policies, procedures, and/or contract agreements. |
8. | Maintain and update customer data tables in the ERP system such as part number cross reference table. |
9. | PIC for customer requested RMA’s. |
a. | Work with applicable departments such as Operations and Quality Control to research and gather appropriate information. |
b. | Provide regular and accurate status to customer to completion. |
10. | Responsible for coordinating all quote related activities for distribution accounts |
a. | Review RFQ’s to determine if special pricing is warranted. |
b. | Research all previous quote history and use as guideline to establish pricing. |
c. | Conference with Sales Team, escalating to the appropriate management level, to customize quote proposals based on quote history. |
d. | Interface with corporate counterpart to obtain special cost/pricing as required. |
e. | Ensure approvals are obtained in accordance with management direction and established policies & procedures. |
f. | Ensure to work/coordinate with the OEM Pricing Administrator when RFQ’s are in support of OEM accounts via distribution channels. |
11. | Update of price/cost/quote databases and ensure accuracy of information entered. |
12. | Interface with reps and distributors and act as central contact with sales management in price negotiations. |
13. | Interface internally with purchasing to resolve pricing and gross margin issues. |
14. | Finalize quotes in a timely manner, meeting all required deadlines and distributing to all applicable parties. |
15. | Document management such as quotes issued, cost references, pricing contracts, etc, both in paper and electronic form. |
COMMUNICATION, INTERFACE, TEAMWORK
1. | Continually demonstrates Hirose’s philosophy of “connecting wisdom” and “always taking the lead, pursuing the cutting edge, achieving differentiation, and being the first to obtain consumer’s approval”. |
2. | Build and maintain close relationships with all Hirose personnel, business partners and customers in order to provide the best service possible and to ensure company objectives are achieved. |
3. | Create and support a collaborative team environment at all levels within the company. |
4. | Employee must complete their tasks per ISO9001-2008 requirements, when applicable. |
SKILLS AND QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. | High School Diploma required; some college preferred. |
2. | Minimum two years of experience in a sales administration, customer service, pricing/quoting or similar environment. |
3. | Must be able to communicate and interface with internal teams and external partners effectively via phone, e-mail or face-to-face as required. |
4. | Must be able to effectively manage multiple items/issues/requests simultaneously and be able to prioritize those, following up as needed to insure timely completion. |
5. | Ability to maintain a high level of professionalism under tense situations. |
6. | Exceptional attention to detail, organization, time management, and follow through skills are a must. |
7. | Excellent verbal and written communication skills. The majority of the work is via e-mail and ERP system. Minimal phone work. |
8. | Excellent computer skills (Outlook, Word, Excel) and ability to learn new programs easily. |
9. | Data entry experience in ERP, MRP, or CRM software required and minimum typing speed of 55- 60 WPM. |
10. | Able to read, write, and speak English fluently. Japanese a plus. |
Hirose Electric USA, Inc. may need to revise or change the essential and supplemental responsibilities of the position as the need arises. This job description does not constitute a written or implied contract of employment.
Resumes received will be reviewed and qualified applicants will be contacted to arrange for an interview.