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Customer Service Representative

Company: Metalcraft Technologies, Inc.
Location: Cedar City
Posted on: May 3, 2021

Job Description:

Job Summary: A Customer Service Representative, or CSR, serves as the primary point of contact between MTI and the customer. They serve as the coordinator to help resolve any problems that the customer has, and provide status and commitments based on MTI's ERP systems. They work closely with other members of the Customer Service Team, specifically Program Managers, to meet the customer needs through clear and timely communication and reporting.

Essential Function

  • Support program team in attainment of performance objectives within the categories of:
  • Growth
  • Profitability
  • Customer Satisfaction

  • Provide support to other program teams dependent on workload and assignment
  • Contribute to team environment by:
  • Providing feedback
  • Understand how the CSR impacts team members
  • Learn basic responsibilities/Expectations of other team members
  • Cross-train with other team members on basic responsibilities

  • Coordinate with customers concerning purchase order placement, part build lead times, necessary tools, digital data, shipment dates, part statuses and delivery reports, etc.
  • Communicate part status frequently with accurate information
  • Coordinate with Program Managers, Data Coordinator, and Expeditor to provide status and commitments to customers
  • Communicate with customers to verify orders, define and make targets accordingly
  • Detect and communicate project issues effectively to customer
  • Coordinate with program team regarding CSTOP issues, then facilitate coordination between internal and external stakeholders
  • Maintain up-to-date customer score cards (Provided from customer)
  • Maintain up-to-date customer production forecasts
  • Communicate quality returns and problems
  • Communicates date issues with Program Managers and Data Coordinator
  • Understands MTI's operational capabilities
  • Complete all required training and any additional training required by supervisor

Skills

  • Excellent verbal and written communication skills
  • Excellent customer service skills
  • Good negotiation skills to work with different departments and third parties
  • Ability to coordinate with a small group of coworkers
  • Positive attitude even under stressful situations
  • Basic computer skills necessary; including familiarity with Excel and Power Bi
  • Ability to navigate MRP systems (such as Visual)
  • Working knowledge of customer specifications and requirements
  • Working knowledge of MTI's traveler (router, bill of materials, etc.)
  • Mastery of basic math (addition, subtraction, multiplication, division, and fractions)
  • Strong teamwork and communication skills to get along with co-workers and be a team player
  • Able to understand and communicate in English
  • Working knowledge of Employee Handbook

Preferred Education and Experience

High School Degree or GED equivalent.

1-3 years' experience in aerospace and/or manufacturing settings

Keywords: Metalcraft Technologies, Inc., Saint George , Customer Service Representative, Other , Cedar City, Utah

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