HED, Inc Hiring for Customer Service Representative II Job at Hartford, WI Full Time

About us

At HED, Inc. we are customer-focused, respectful, passionate, collaborative, and agile – guided by our mission to create innovative quality products that enable a better, safer, connected world. Our people understand the velocity in which our hi-tech markets change, ever driving the need for curious, future oriented teammates to help us continuously improve our processes, products, and service. Accountable to ourselves, each other, and our customers, because we understand our success depends on world class products and service delivered on time by an empowered and engaged team. We share in success with continued learning, rewards, recognition, flexibility, and celebrations. Proud of what we do and how we do it.

We are one team, one voice, one outcome and we are looking for a Customer Service Rep II to join us!

If you are an experienced, highly energetic, enthusiastic, customer-focused Customer Service Rep with a manufacturing background we would like to hear from you!

Job Location: On-Site Hartford, WI

Salary: Commensurate with experience $20/hr. to $28/hr.

JOB PURPOSE:

Under the direction of the Customer Service Manager, the Customer Service Representative II provides the best possible outcome for our customers by addressing and resolving their inquiries (pricing, lead times, inventory, shipment tracking, and order status) either by email or phone. Receives and processes incoming orders (Email 75%, EDI 25%): enters order into computer system, creates work orders, occasionally coordinates bids, and resolves billing issues. Customer Service Representative II must be detailed, due to high-volume handling of orders for customer specific part numbers, with unique customer/location requirements using a variety of customer portals, spreadsheets, or reference documents.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Verifies all incoming customer PO’s for part number and pricing accuracy using quotes and spreadsheets; proactively seeking internal confirmation when/if needed from Business Development.
• Enters and maintains sales orders with accurate prices, due dates, and ship locations into the Syspro system.
• Monitors and updates (order confirmations, ship dates, etc.) all assigned and required customer portals.
• Maintains and archives customer files, records, and correspondence including, but not limited to, purchase orders, customer drawings, order acknowledgments, etc.
• Participates in weekly Production meeting, and as required Engineering meeting to communicate changing customer delivery requirements, quality feedback, and product changes for both Production orders and Engineering (prototype) orders.
• Assists customers in coordinating order changes including all expedite requests, cancellations, and deferrals in accordance with policy utilizing the various HED systems and spreadsheets, as well as unique customer portals.
• Relays shipment and order status information to customers and to the Production and Engineering Departments upon changes or customer requests via meeting, email, systems, etc.
• As needed, coordinates all domestic and international transportation for shipment of order with the Shipping/Receiving Department to ensure they meet customer guidelines.
• Works with Shipping/Receiving to resolve customer issues with deliveries.
• Documents and maintains unique customer requirements that may occur / change from time to time.
• Develop strong relationships with customers through email (85%) or phone (15%) communications.
• Assists the Accounting Department with resolving any price/invoicing issues and with managing past due accounts receivables to within terms.
• For customer issues requiring escalation sees the Product Manager or V.P. of Sales & Marketing for direction
• Assists with gathering customer forecast information as requested.
• Champion the culture by supporting the HED mission and modeling the core values and behaviors HED has chosen to define how team members approach and complete their areas of responsibility.
• Provide a collaborative, comfortable, and inclusive environment.
• Celebrate success and learn from failure.
• Other duties and responsibilities as assigned by the Customer Service Manager.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

MINIMUM EDUCATION, KNOWLEDGE, SKILLS, and ABILITIES:

Education

Requires a high school diploma

Skills:

• Intermediate level proficiency with MS Office (outlook, word, and excel).
• Experience and expertise operating within excel
• Must have familiarity with an ERP system(s)

Abilities:

• Outstanding verbal and written communications and interpersonal skills
• Ability to interface successfully with customers (internal and external)
• Strong attention to detail
• Adept at multi-tasking
• Highly organized
• Warm and welcoming phone presence for all internal and external inquiries
• Able to think and understand quickly; highly motivated to continue learning
• Exceptional customer empathy
• Ability to lead and support problem resolution
• Outgoing and strong desire to please others

Experience:

• 3 – 5 years of high-volume, customer specific product, customer service experience
• 3 years of high-volume order entry experience utilizing EDI, ERP, and spreadsheets

PREFERRED EDUCATION, KNOWLEDGE, SKILLS, and ABILITIES:

Education:

Associates degree (AA) or BS/BA degree

Skills:

• Experience with customer service ticking systems and tools

Abilities:

• To improve efficiency by maximizing technology

Experience:

• Experience working with strategic account level customers.

PHYSICAL AND MENTAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 10 pounds while moving files or small packages. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Job Type: Full-time

Pay: $20.00 – $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location