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Job Ref.: 3885

Job Title: Customer Service Coordinator - Manufacturing

Role: Supervisor / Team Leader

Relocation Available: No

Industry: Manufacturing

Location: Iowa

Town / City: Des Moines

Job Type: Permanent full-time

Job description:

We have an exciting opportunity for a Customer Support Specialist to join company's talented, dedicated and growing team!  This person serves as the first customer contact regarding placement and status of orders and customer complaints/compliments.  Data entry of customer and change orders.  Promotes ongoing sale of parts and tooling to existing and assigned customers by maintaining and identifying improvements.  
Obtains customer orders by phone, fax or email and accurately inputs information for sales order into company's computer system. Works with other departments based on standard operating procedures (SOP) and work instructions (WI) to assist in the coordination of project (e.g., Concept Meetings, Sales Orders, FA part shipments, Triggering Customer Invoices, etc.) Acknowledges order receipt and delivery dates in an accurate and timely manner. Often participates in daily operations and planning meetings.
Provides accurate and timely communication to customers who may request information regarding purchase orders, delivery dates or other project inquiries. Refers to other departments as necessary.  Communicates any change in delivery dates to responsible Sales Engineer and customers as soon as known.
Responsible for managing the timely and accurate communication of customer complaints /compliments internally and externally (i.e., CRM entry and responses to the customer per WI -0141).
Responsible for assisting in the execution of customer satisfaction surveys, forecasting and quote processing.
Responsible for identifying and recommending procedure and work instruction improvements and best practices relevant to the regular duties and department interaction of a customer service representative.
Maintain sales department files in an orderly fashion to promote ease in retrieving information and documentation.
Direct new customers or existing customers with new projects to appropriate sales and marketing contact.
Responsible for meeting Brand Critical Standards for this position.
Other duties as required.
Computer Skills. Ability to operate personal computer, fax machine, copy machine and telephone required.  Prefer proficiency in Windows based programs such as Word, Excel and Outlook.  PC based data entry experience required. Experience with IQMS helpful.
Language Skills. Ability to read, comprehend and utilize instructions and short correspondence with professionals. Ability to effectively present information in one-on-one and small group situations to other employees and customers.   Proven oral and written communication skills necessary. 
Mathematical Skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability. Ability to solve practical problems. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Bottom Line Requirements:

1.  2+ years of customer service experience in a manufacturing company or similar.    
2.  Prefer proficiency in Windows based programs such as Word, Excel and Outlook. 
3.  PC based data entry experience required.
4.  Experience with IQMS helpful.

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