Customer Service Administrator- Distribution
Company: Hirose Electric USA
Location: Downers Grove
Posted on: January 19, 2023
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Job Description:
Description:
POSITION SUMMARY
Reporting to the Customer Service Supervisor - Distribution. Shall
provide excellent customer service and administrative support for
distributor customer accounts. Hirose is a manufacturing company,
and this is a business-to-business customer support role. Account
management of established customers with no sales goal. Workload is
primarily data management through our ERP system and e-mail
management via Outlook.
ESSENTIAL RESPONSIBILITIES
Core duties and responsibilities include the following. Other
duties may be assigned.
1. Manage and support customer accounts as required or requested by
customer and/or sales team.
2. As required or requested, provide information to customer and/or
sales team to include but not limited to:
a. Purchase order receipt confirmations
b. Shipment/delivery confirmations/tracking numbers
c. Stock checks
d. Open order reports
e. Expedite status
f. Documents such as shipping notices, commercial invoices, packing
list
3. Utilize customer portals as needed to download customer PO's or
Shipping Schedule's and upload order confirmations ensuring all
information is updated and accurate.
4. Receive and distribute customer documents such as supplier
manuals, quality manuals, shipment routing guides, etc. ensuring
all pertinent parties are aware of the latest revision and changes
for these documents.
5. Receive and/or retrieve customer purchase orders and enter into
ERP system accurately and in a timely manner and ensuring requested
delivery dates, and lead times meet quote or contract/agreement
guidelines.
6. Review customer demand and our inventory/PO's, and coordinate
internally making sure that customer's demands can be met.
7. Maintain and update open customer order in the ERP system to
meet customers expedite, pull-in, push-out, cancellation, increase
and/or reduction requests and coordinate with other departments as
applicable making sure to follow set policies, procedures, and/or
contract agreements.
8. Maintain and update customer data tables in the ERP system such
as part number cross reference table.
9. PIC for customer requested RMA's.
a. Work with applicable departments such as Operations and Quality
Control to research and gather appropriate information.
b. Provide regular and accurate status to customer to
completion.
10. Responsible for coordinating all quote related activities for
distribution accounts
a. Review RFQ's to determine if special pricing is warranted.
b. Research all previous quote history and use as guideline to
establish pricing.
c. Conference with Sales Team, escalating to the appropriate
management level, to customize quote proposals based on quote
history.
d. Interface with corporate counterpart to obtain special
cost/pricing as required.
e. Ensure approvals are obtained in accordance with management
direction and established policies & procedures.
f. Ensure to work/coordinate with the OEM Pricing Administrator
when RFQ's are in support of OEM accounts via distribution
channels.
11. Update of price/cost/quote databases and ensure accuracy of
information entered.
12. Interface with reps and distributors and act as central contact
with sales management in price negotiations.
13. Interface internally with purchasing to resolve pricing and
gross margin issues.
14. Finalize quotes in a timely manner, meeting all required
deadlines and distributing to all applicable parties.
15. Document management such as quotes issued, cost references,
pricing contracts, etc., both in paper and electronic form.
COMMUNICATION, INTERFACE, TEAMWORK
Continually demonstrates Hirose's philosophy of connecting wisdom
and always taking the lead, pursuing the cutting edge, achieving
differentiation, and being the first to obtain consumer's
approval.
Build and maintain close relationships with all Hirose personnel,
business partners and customers in order to provide the best
service possible and to ensure company objectives are achieved
Create and support a collaborative team environment at all levels
within the company
Employee must complete their tasks per ISO9001-2008 requirements,
when applicable
Requirements:
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.
High School Diploma required; some college preferred.
2. Minimum two years of experience in a sales administration,
customer service, pricing/quoting or similar environment.
3. Must be able to communicate and interface with internal teams
and external partners effectively via phone, e-mail or face-to-face
as required.
4. Must be able to effectively manage multiple
items/issues/requests simultaneously and be able to prioritize
those, following up as needed to insure timely completion.
5. Ability to maintain a high level of professionalism under tense
situations.
6. Exceptional attention to detail, organization, time management,
and follow through skills are a must.
7. Excellent verbal and written communication skills. The majority
of the work is via e-mail and ERP system. Minimal phone work.
8. Excellent computer skills (Outlook, Word, Excel) and ability to
learn new programs easily.
9. Data entry experience in ERP, MRP, or CRM software required and
minimum typing speed of 55- 60 WPM.
Able to read, write, and speak English fluently. Japanese a
plus
PI199998873
Keywords: Hirose Electric USA, Downers Grove , Customer Service Administrator- Distribution, Professions , Downers Grove, Illinois
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