Customer Service

Description:

• Client Relationship Management – Primary responsibility to manage existing accounts. Objective to understand their needs, addressing any concerns and ensuring that they are completely satisfied with the services provided by Texas Injection Molding at all times.
• Customer Service - Responsible communications with assigned customers always insuring complete satisfaction. This includes confirming quotes, order acknowledgement, delivery status, terms and regular correspondence with our customers. Key team member in daily production meetings to manage all customer orders from entry to shipment. Must effectively communicate internally as well as to our customers related to job status and requirements.
• Business Development-Identify new business opportunities with current accounts. This will include networking withing accounts to better understand possible opportunities. Planned weekly visits off site to meet with customers will be necessary. Travel < 20% of time
• Technical Knowledge – Over time it will be required to gain a solid understanding of injection molding. Long term be able to advise clients on improving designs by offering alternative materials, physical changes to product to different tooling options to improve efficiency.
• Market Analysis-Anticipate changes in the market that may impact our customers businesses.
• Communication Skills-Clear and effective communication is key to building strong relationships both internally and externally. Must be able to convey information in a way that is understandable to non technical stakeholders including negotiation of delivery dates, pricing, etc.
• Problem Solving – Issues may and will arise, such as quality defects or missed deliveries. In this role, must be able to quickly and proactively address these issues and work both with our internal teams and customer to find solutions that minimize impact on our customers businesses,
• Responsible for management of the following accounting functions:
• Sales orders – Entry of sales orders in accounting system and manufacturing system
• Filing – maintenance of orderly files for necessary records
• Shipping-Establish Packing Lists as needed for on time deliveries
• Reporting – Establishment and reporting of performance metrics for On-Time Delivery, Returns and customer satisfaction surveys to Quality Department for processing with other metrics ultimately provided to management.
• Provides weekly reports to our Customers accurately identifying order status, inventory status, etc.
• Works with production on any needs or issues that would require customer interaction
• Responsible for working with Production Planning in scheduling production runs from work orders to insure production goals are met.
• Responsible to create work order packet for production including but not limited to: work order, labels, mold change forms, operator cards, daily production report forms
• Follows sales orders from receipt from customer service to shipment ensuring all shipments are accurate and made to meet our customer commitments
• Advises status of work in progress, material availability and any potential production problems to ensure that personnel, equipment, materials and services are provided as needed.
• Helps to facilitate interdepartmental activity with quality assurance, manufacturing, customer service, warehouse, engineering, etc.
• Maintain cleanliness of work area and work safely.
• Responsible for utilizing IQ Management software to enter orders, schedule jobs and manage production schedule
• Responsible to meet company pricing standards when purchasing materials and components.

Requirements:

Education:

• High School Diploma Required
• College Degree in business related field preferred

Work Experience:

• Minimum of 10 years of experience working at manufacturing company preferably in office environment, in any of the key areas Customer Service, Production Planning
• Inside Sales and/or Account Management experience would be preferred
• Purchasing experience would be preferred, but not necessary

Knowledge/Skills and Abilities:

• A positive “can-do” attitude
• Understanding of ERP system use
• Proficient in Microsoft Office
• Good interpersonal skills both written and verbal a must
• Ability to make timely fact-based decisions; shows good judgment
• Ability to work independently and handle projects to completion
• Ability to oversee and drive customer commitments
• Ability to speak both English and Spanish would be helpful but not necessary

Performance Metrics

1. On Time Delivery
2. Monthly Revenue to Plan
3. 100% Customer Satisfaction
4. Organization and Cleanliness