Customer Service Executive

OVERALL RESPONSIBILITIES:

·       Adheres to all Company Policy & Procedures and Department Procedures.

·       Brings to the attention of management problems, which affect the production and quality.

·       Ensure all customer orders are reconciled with MASS’ order entry system to ensure they match.

·       Handle and/or ensure all customer inquiries, comments, complaints or issues, including entering of new orders, R.F.Q’s, change orders, open order status, etc.

·       As required, manage customers ERP by adjusting Epicor via change order procedure and communicating with the required MASS personnel.

·       Be proactive and contact customers if any delivery problems will occur.

·       Evaluates serious customer's issues to the appropriate Account Manager and head of Sales.

·       Communicate with other departments to ensure the customer’s needs and expectations are understood and met.

·       Responsible for ensuring department policies and procedures covering those functions are followed.

·       Identifies methods for measurement and improvement for customer satisfaction.

·       Oversees order entry, change orders, statistical gathering, backlog accuracy and customer forecasts.

·       Initiates customer complaints and follow-ups on when the issues are elevated, reviews accounting problems, late deliveries, expedites and change order/backlog discrepancies.

·       Any other duties as assigned.

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KNOWLEDGE/SKILLS/ABILITIES:

·       Good communication skills, written and verbal.

·       Good problem-solving abilities.

·       Word and Excel knowledge.

·       Good Supervisory Skills.

·       Professional attitude when dealing with customers.

·       Ability to work day/swing/night as required.