Customer Service Representative/shipping Backup - Michigan City, United States - Midwest Metal Products, Inc

Description

Job Description:
Customer Service Representative Manufacturing/Shipping Specialist backup

Reports to:
Office/Sales manager, Director of Sales and HR Manager


FLSA Status:
Full-time, non-exempt


Purpose:


CSR:

• Provide customers quotes

a. Follow the quoting procedure with precision to produce accurate bids.

b. Follow up on quotes on a daily basis, especially for bigger projects.

• Process orders

a. Convey an understanding of our products, capabilities to assist customers with placing orders.

b. Enter orders accurately and efficiently.

c. Verify order information for correctness and completeness. Compute charges.

d. Inform customers of order information such as unit pricing, anticipated shipping, and delivery dates.

e. Initiate contact to inform customers of any anticipated delays.

f. Maintain accurate and contemporaneous data entry to maintain customer account and payment information.

• Manage customer relationships

a. Respond to incoming calls. Respond to customer problems or complaints, especially with ship dates, missing rings, etc.

b. Provide prompt and accurate notifications to customers.

c. Collaborate with customers to identify best products for customers' needs. Ensure the customer' makes the decision.

d. Shop for most efficient shipping methods.

e. Make collection calls once payment is five days overdue.

f. Initiate credits for any refunds or adjustments. Forward to Geoff or Buff for approval.

• Maintain open communication with team members in the factory.

a. The order form should convey customer needs in an informed and logical manner.

b. Works with production staff to resolve any customer or production needs.

• Complete compliance certificates for clients and vendors as requested.

a. Maintain customer compliance files and records

b. Reply promptly to requests to complete Certificates of Compliance, Certificates of Origin and NAFTA documentation.


Shipping Specialist Backup:

• Contact various freight carriers to arrange shipments.

a. Stay aware of any freight carriers' changes in shipping requirements.

Work with sales and schedule to arrange nose-load and other special shipments with the freight carriers at least 24 hours in advance.

b. Inspect ship plan to mitigate any added expenses to MMP.

c. Resolve issues with carriers. Make quick decisions.

d. Arrange shipments using online portals.

e. Work with carriers to locate lost or misrouted freight. Call customers to investigate misrouted products. Search production floor for lost items.

f. Ensure claims are filed on lost or damaged freight and follow up to make sure claims are honored.

• Prepare and assemble required shipping paperwork daily including Bills of lading, packing slips, ship plan instructions to the shippers in the shop, FedEx, and UPS.

a. Contact customers with items on Will Call to determine how and when those items will be picked up. Notify FedEx of any Express (i.e., Next Day Air) shipments.

b.

Work closely with shipping clerk to determine proper packaging and preparation of shipments to meet customer needs and freight carrier requirements.

c. Prepare and assemble export paperwork for shipments to Canada or Mexico. Prepare annual batch paperwork for customers who need an export template.

• Inspect and sign for customer returns.
• Reply promptly to requests to complete Certificated of Compliance, Certificated of Origin and NAFTA documentation.
• Office liaison to shipping department.

a. Help maintain organization of shipping dock.

b. Help train shippers to minimize errors.


Education and Experience
High School diploma, general curiosity, and willingness to ask questions. Reliable, initiative taker, ability to learn from mistakes and good follow through are essential qualities. Office experience in manufacturing industry required, shipping experience, a plus.


Knowledge, skills, and abilities

• Ability to analyze, think critically, explain alternatives, make good judgments as well as quick decisions.
• Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to read and interpret drawings and descriptions.
• Mathematical reasoning and critical thinking to identify best alternatives to estimate costs.
• Ability to manage multiple priorities.
• Effective oral and written communication skills with all levels of employees within the company and to the public.
• Proficient in Microsoft Office programs, including Word, Excel and PowerPoint; and navigating the Internet.
• Ability and temperament to work as part of a team.

Physical Demands and Working Conditions

• Viewing computer terminal, perceiving, and analyzing data.
• Keyboarding requires bi-manual dexterity and fingering.
• Communication requires an ability to express oneself as well as perceive and exchange ideas.
• The employee is exp