Customer Service Representative

Website Small Parts

OVERVIEW:

Serves as the “face of the company” and is the primary interface between Small Parts and its customers for all activity from receipt of an order through the shipment of related parts and products currently in production. Manages customer demand portfolio and ensures forecast accuracy and compliance to contractual agreements.  Desires to grow and develop within Small Parts as this is a growth position with expectations of further development into sales, marketing and leadership roles.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES :

  • Handles all incoming customer inquiries and communication pertaining to existing parts including:
    1. Ensuring all customer orders are entered properly including quantity, price and due date;
    2. Reviewing EDI orders and resolving problems as required;
    3. Reviewing and uploading forecasts into Plex ERP system as required;
    4. Acknowledging orders with customers as required;
    5. Communicating regular price adjustments, SPOT prices and surcharges;
    6. Managing expedited orders and special courier deliveries when necessary; and
    7. Working through order level customer issues including lead time breaches, minimum order quantity violations, pricing disputes, slow moving or obsolete inventory, credit hold, etc.
  • Utilizes and maintains customer portals
    1. Ensures scorecard accuracy / dispute incorrect data
    2. Maintains contact lists
    3. Verifies demand in portals match internal Plex demand
  • Develops quarterly demand forecasts for repricing and production planning
  • Monitors individual part demand trends against historical patterns, current projections and agreements
    1. Identifies and communicates changes in order patterns that could lead to supply risks
    2. Ensures compliance to pricing / volume agreements
  • Generates annual forecast to support business planning process
  • Participates in Corrective Action Process and continuous improvement initiatives

KEY COMPETENCIES and ATTRIBUTES

  • Alignment with MPI Mission and Values
  • Strong analytical, reasoning and problem solving skills
  • Ability to recognize customer demand patterns
  • Ability to be accurate and thorough
  • Clear and effective communication skills
  • Ability to develop and maintain positive relationships
  • Ability to negotiate and manage conflict effectively
  • Proficiency with Microsoft Office Suite products, especially Excel

QUALIFICATIONS:

  • Bachelor’s degree in a business or technical-related field preferred
  • Desire and potential to learn and grow into sales, marketing or leadership roles
  • Computer literacy in basic programs required (Microsoft Word, Outlook, Excel and computer learnability)
  • Ability to communicate clearly and provide feedback
  • Ability to read, write and speak fluent English; bilingual ability (Spanish) is desired

 

 

To apply for this job please visit mpicorp.bizmerlin.net.