EIRICH MACHINES, INC.

Job Description

Job Title: Customer Support Specialist

Reports To: Customer Support Director

FLSA Status: Exempt (Salary)

Summary:

The Spare Parts Coordinator provides the best possible customer satisfaction to the organization's customers by addressing and resolving customer inquiries and problems, processing orders, preparing services orders, tracking bids, and resolving billing issues, and provides direct sales support in accordance with company policies and procedures.

Essential Responsibilities/Duties:

· Assist in responding to customer inquiries on spare part orders.

• Generate accurate Spare Part quotes to customers.
• Provide support to customers, supporting a wide range of equipment.
• Work closely with the Supply Chain team to meet customer requirements and obtain order status.
• Conduct weekly meetings with spare parts, production management, and supply chain for the tracking of internal orders and status ensuring delivery date accuracy within the ERP system.
• Provides input on Make Or Buy decisions and attends weekly meeetings.
• Provide On-Demand status of open orders to CS team members.
• Monitor spare parts back log levels and advise Customer Support Director on issues or delays.
• Develop training materials and create work instructions for current processes.
• Prepare all assigned reports and correspondence accurately and on time.
• Address and resolve customer inquiries, problems, and complaints regarding spare parts on time delivery.
• Follow and comply with all safety and work rules and regulations.
• Maintains open communications with A/R team, addressing open spare parts order receivables.
• Actively monitors customer financial status and provide direction for open order shipments / holds.
• Prepares and submits all Spare Part Orders and Purchase Orders to EH for fulfillment of customer orders.
• Compares accuracy of EH Order Confirmations and updates ERP system, along with updates to Resubmission Text fields.
• Provides direction to customers on shipments related to foreign parts orders and Customs documentation.
• Negotiates Customer Payment Terms.
• Tracks discrepancies in physical part order shipments
• Oversees responsibilities as filled by Customer Care Advocate
• Assists in updating and maintaining QMS related documentation and department processes.
• Complete special projects as assigned.

Aptitudes and Abilities:

• Ability to challenge environment process and create a better way to improve process.
• Ability to work with minimal supervision in a fast paced environment and handle multiple projects and details simultaneously.
• Ability to exercise sound judgment and make decisions independently is required.
• Ability to make quick decisions to solve short-term objectives while supporting long-term strategic initiatives is required.
• Ability to simultaneously manage a number of projects while communicating effectively with various departments.

Education/ Training:

• College degree preferred and/or equivalent amount of experience in a related field.

Experience:

• Minimum 3-5 years customer service experience within a manufacturing environment preferred.

Skills:

• Proficiency in MS Excel and Word is required in order to leverage application usage in day-to-day activities as well as incorporate their capabilities in other areas of job responsibilities.
• Must demonstrate effective verbal and written communication skills and be able to work. cooperatively with staff inside and outside of the organization.
• Must exhibit excellent customer service skills.
• Conflict Management skills.
• Excellent communication and organizational skills.
• Excellent analytical and problem-solving skills.
• Good prioritization and flexibility skills.
• Bilingual in Spanish preferred, but not required.

Equal Opportunity Employment:

Eirich is an equal opportunity employer. In accordance with anti-discrimination law, Eirich prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information. Eirich will take action to employ, advance in employment and treat qualified Vietnam-era veterans and disabled veterans without discrimination in all employment practices.

Note: Nothing in this job description restricts managements’ right to assign or reassign duties and responsibilities to this job at any time, the job description does not limit the tasks that may be assigned, and the job description is subject to change.