PURPOSE/SCOPE OF POSITION
Advocates and assists customers with any issue that arises as a result of being in production with Patriot. Serves as the interface for customer’s product orders and problem resolution.
RESPONSIBILITIES
- Receiving, inputting, processing and verifying customer orders and requests in a timely manner. Emphasis on accuracy and professionalism.
- All customer order acknowledgements, ship reports, estimated ship date, status reporting and any specialized reporting to meet customer need
- All customer owned and finished good inventory reporting out to the customer
- Incoming RMA tracking and reporting to customers as requested. (Not to be confused with technical resolution.). Issues RMA’s to the customers using the ERP system (Integra).
- Maintain customer feedback system and reports to management as needed. Participation in business reviews for those customers where you are specific customer service contact. Log customer complaints in ERP system (Integra).
- Works hand-in-hand with New Production Introduction (NPI) to facilitate first articles, customer transitions, customer meetings and overall customer relationship management. Attends calls, meetings and visits as needed for new customers coming through the NPI process to support business development and project management prior to NPI handoff.
- Attends the regularly scheduled customer meetings for those customers where you are the primary Customer Service contact
- Collection and summarization of all customer product build forecasts. Works with Production to create build schedules and plans.
- Creates and maintains Patriot Bill of Materials (BOMs) for customer products
- Maintenance and updating of all CM customer contract files including the contract renewal, export service renewal, eco records and branding drawings, etc.
- Interface and drive other departments to insure customer requests and inquiries are handled in a timely manner. Escalate customer concerns to appropriate dept. and/or manager if needed.
- Understand the customer’s product and configurations well enough to be able to converse at the basic component level
- Stay abreast of basic product roadmaps
- Troubleshoot, analyze and resolve problems as a team
- Continuously work to improve and advocate customer interests internally
- Review and record all open action requests on a regular basis and perform follow up as needed
- Support, participate and adhere to Patriot’s Quality Management system
- Perform other duties and/or projects as assigned by the company
QUALIFICATIONS
Education/Training
High School diploma required. Degree in business, computer technology, or engineering preferred.
Experience
Minimum of 3 years in a customer service/contract manufacturing position
Knowledge/Skills/Abilities
Excellent communication and customer service skills required
- Must have excellent phone and people skills combined with lots of patience
- Perform positive call closure to ensure customer satisfaction
- Working knowledge of Microsoft Office, Word and Excel preferred
- Ability to adapt and implement new procedures as required in order to provide excellent customer service
- Must be able to work independently and in a team environment
