Customer Service Administrator- Distribution

Company: Hirose Electric USA
Location: Downers Grove
Posted on: January 19, 2023

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