Title: Customer Service & Technical Support Supervisor
Our Culture: We’re a diverse, tenacious team excited about what we do. We value integrity, innovation, dedication and accountability. We work as a team and evolve together through continuous rapid improvement to make our customers and ourselves successful. We celebrate wins, big and small, and the achievements of all members of the Accra-Fab family.
Job Summary: Join a team with a manufacturing company that collaborates to continually improve to be world class! In this role you will be responsible for managing the technical support to customers, processing customer purchase orders and quotations, and ensuring that product related information is distributed throughout all levels of the organization to meet or exceed the customer’s expectations. You will be Leading, Coaching, Developing and Mentoring Team Members in a Continuous Improvement Environment utilizing Lean Problem Solving Principles.
Qualifications:
- BS in Business; Engineering; or other related field; or equivalent work experience in a manufacturing environment
- Ability to read and interpret detailed drawings and specifications
- Good math skills (including trigonometry)
- Proficiently skilled in using computer software tools (i.e. Microsoft Office, Database Programs, and ERP systems )
- Customer service, engineering, and sheet metal manufacturing related background preferred
Duties/Responsibilities:
Sales orders
- Receive and process purchase orders accurately and promptly
- Prepare the necessary documentation for the order entry process
- Determine customer requirements and expectations in order to recommend specific delivery options and product solutions
- Obtain accurate information from internal resources relating to expected customer delivery dates and Lead Times
- Enter Sales Orders timely and accurately per standard procedures
- Monitor scheduled shipment dates to ensure timely delivery and expedite orders as needed
- Setup and maintain customer guidelines and files
- Follow up on information and sales leads
Quotations
- Prepare and enter customer quote data
- Ensure that all necessary information to perform the quotation is present, accurate and delivered to internal quote resources
- Coordinate and lead ‘Planning for Product Realization” projects
- Monitor and ensure customer quotations are complete and delivered on time
Highly effective, timely, and professional communication
- Expedite customer’s service and product related communications and record, evaluate, and distribute critical information to all levels of the organization as needed.
- Contact customers following sales to ensure ongoing customer satisfaction
- Act as liaison using effective communication techniques between the customer, engineering, estimating, and production groups
- Use concise, professional writing and verbal communication techniques at all times to insure internal and external customer satisfaction
Satisfied customers
- Champion a lean culture by ensuring that all customer complaints are effectively resolved in an expeditious manner using Lean Manufacturing and Problem Solving tools and techniques
- Process product Return Authorizations expeditiously
- Develop long-term relationships with customers through managing and interpreting their requirements
- Recommend and provide customers with technical assistance concerning customer product “design for manufacturing” in order to improve product related sales and customer satisfaction
- Present a courteous, helpful and professional attitude towards all internal and external customers and suppliers at all times
- Prepare charts, graphs, and other aids regarding critical information and trends for presentation to internal and external customers
Improved Processes and Procedures
- Follow established best practices and suggest improvements to processes & procedures.
- Ensure compliance with and follow documented Quality ISO/AS9100 requirements.
- Support and contribute to the Company’s Mission, Vision and Values.
- Encourage continuous rapid improvement throughout the organization.
Job Type: Full-time
Pay: $28.00 - $33.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
Experience:
- Blueprint Reading: 2 years (Preferred)
- Supervisor: 2 years (Preferred)
Work Location: In person