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 essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree; four years related experience and/or training. Experience with metal alloys and/or aerospace is highly preferred.
COMPUTER SKILLS
Proficient in Microsoft Office Suite
Familiar with ERP systems
Knowledge of MRP, purchasing and fulfillment software
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to vibration. The noise level in the work environment is usually moderate.
Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
This position entails access to export-controlled items and employment offers are conditioned upon an applicant's ability to lawfully obtain access to such items.
PAY RATE
$80,000-$90,000, DOE
SUMMARY
Responsible for the day-to-day supervision and leadership of the Customer Service Representative team. Responsible for maintaining customer satisfaction by establishing and maintaining positive customer relations prior to the delivery of products; supporting team members to do the same. Coordinates a wide variety of functions within the company to provide liaison support during pre-delivery times including activities within order processing, customer relations and sales support. Ensures accuracy of orders and on time delivery.
ESSENTIAL FUNCTIONS: This is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities. Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.
Offers support, guidance and assistance to the CSRs should any issues or problems arise. Able to successfully mitigate any conflict between CSRs and customers when necessary. Attend weekly supervisor meetings and cascade information to the CSR team. Arrange and conduct team meetings for progress updates and to provide business critical information. Responsible for the tracking and verification of the team’s working hours using the e-time system. Resolve CSR risk issues in the ship plan and liaise with Raw Materials, Operations and Shipping to ensure timely delivery of products. Undertake financial analysis to enable sound decision making in relation to the viability of accepting profitable orders; also considering freight charges and other costs associated with customers’ orders. Will involve, review and analysis of quotes from Central Estimating, and comparison against actual historical costs during Contract Review Process. Makes presentations to customers giving the corporate overview of Fontana, also presents at Senior Management meetings and other internal meetings. Enhance and/or develop Training Program to improve commercial acumen of team. Includes Work Instruction revisions and key sales process improvements. Responsible for Performance Management of CSR Team Track contract review process (New Part Introduction) to ensure timely review and acknowledgement of NPI purchase orders. Assist Plant Sales as and when required. Performs general CSR duties. Other duties as may be assigned.
SUPERVISORY RESPONSIBILITIES
Responsible for supervising the CSR team.