Rubbercraft (RCC) is seeking a Sr. Customer Service Representative who is primarily responsible for managing all customer service and inside sales. The Sr. Customer Service Representative is the primary point of contact for all customer inquiries from day-to-day fulfillment to incidental prospecting. He/she will review and research problems driving them to resolution using policies, procedures, and/or best practices available. Sr. Customer Service Representative has the primary responsibility for the accuracy of all sales orders, customer documentation, product returns, and customer complaints while leading the rest of the organization by example in attention to detail. The position requires highly developed professional communications and follow-up skills with a focus on customer satisfaction.
About IPS: Integrated Polymer Solutions is a leading developer and manufacturer of advanced materials and engineered components focused exclusively on high-value end markets in aerospace, defense, medical, semiconductors, robotics, energy, and industrial. The group comprises 8 highly respected brands: AkroFire, ABBA Roller, Icon Aerospace Technology, IRP Medical, MAST Technologies, Northern Engineering Sheffield (NES), Rubbercraft, and Swift Textile Metalizing (STM). Our product range includes elastomeric seals, gaskets, tooling, hoses, ablatives, survivability tiles, coatings and tapes, EMI and thermal shielding, electrically conductive metalized fabrics, and encapsulated O-rings.
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Manage day-to-day purchase orders, price quoting, order entry, order tracking, and coordination of production scheduling in support of changing needs of the customers
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Formalize and document order procedures, contract pricing, and quotations
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Represent sales at all DCA sales meetings, including taking more of a role in DCA meetings by attending and sometimes leading the discussions
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Administrator and architect of sales system including;
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Developing and designing the sales funnel tracking and reporting structures
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Defining and creating bridges between both ERP systems
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Creating an integrated quote tracking system and integration into ERP
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Maintenance of SFCD and keeping the system current with the needs of the business
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Maintain update, train, and educate to ensure ongoing use of Made to Manage and Salesforce CRM software
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Seek new business opportunities in everyday customer interactions. When appropriate seamlessly hand off to the designated outside salesperson
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Confer with sales personnel and sales management on any concerns with the customer relationship, e.g. delivery challenges, price discrepancies, quality control, and/or customer requests that might be exceptional to the organization
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Monitor production schedule to determine the status of orders and notify clients of any opportunities for improvement or delays in shipment on a timely basis
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Be the primary point of contact for all customer communications. Answer the direct phone line, process all faxes and emails in an appropriate and timely manner
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Schedule and coordinate contract review meetings with the operations, engineering, and quality personnel responsible for meeting quality and shipping goals
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Monitor engineering/pre-production prototype schedules for performance to commitments and help communicate status with customers
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Maintain ongoing communications with customers and other front office inquiries
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Determine the best method to resolve complex customer service problems
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Interface with engineering, quality, manufacturing, accounting, and sales to ensure a positive customer experience
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Perform all other duties as assigned or requested
Education: Requires a High School Diploma/GED or appropriate certifications may be substituted to meet educational requirements only.
Years’ Experience: Requires four (4) years of Customer service/Inside Sales experience in a manufacturing environment. ERP and Salesforce CRM experience are also required.
Skills:
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Strong attention to detail and the ability to work independently
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Strong working knowledge of Salesforce.com
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Ability to operate office equipment, such as fax machine, PC, copier, and phone system
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Proficiency with Microsoft Office Suite with an in-depth understanding of Excel and the use of pivot tables
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Ability to present a pleasant and positive attitude towards peers, customers, and visitors and communicate will all levels of the organization
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This position requires exemplary verbal communication, interpersonal, analytical, written, and organizational skills
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Good organizational skills and the ability to prioritize in changing situations
Benefits:
At Integrated Polymer Solutions, we recognize how important your career and benefits are to you and your family. We offer a full suite of benefits, including medical, dental, vision, short and long-term disability coverage, accident insurance, critical illness insurance, basic and supplemental life insurance, employee assistance plan, retirement savings and matching, and other developmental opportunities. We are committed to supporting the way you live and work.
IPS is an Equal Opportunity Employer Veterans/Disabled - Affirmative Action Employer.
This position requires using information subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.