Customer Operations Representative

JOB SUMMARY: 

 

The Customer Operations Representative is responsible for providing internal and external support for all customer operations requirements.   This may include order processing, material procurement, coordination of production scheduling, sourcing of special packaging or solutions, coordination of logistics including product shipping, customs clearance and delivery. This position requires direct interface with customers, suppliers and internal support organizations to ensure timely and accurate deliveries.  A high level of responsiveness and service is required for all order processing duties, responsibilities and other assignments.

 

 

LOCATION: 

 

This position will be based on site at our US headquarters facility located in Dulles, Virginia

 

 

DUTIES AND RESPONSIBILITIES:

 

Order Processing and Customer Support:

 

• Compliance with all company policies and procedures.
• Collaborate closely with customers on artwork design, approval process and coordinate preproduction meetings to understand customer requirements. 
• Manage the processing of customer orders to include order confirmation and compliance verification for technical feasibility, product/material availability, schedules, export regulations, security, commercial clauses and other relevant areas.
• Establish production and delivery schedules through direct communication with scheduling, other G+D manufacturing facilities, material suppliers and third-party vendors including brokers, freight companies and internal shipping department to ensure accurate and on time delivery. 
• Assist in the purchase of materials for the MS group from domestic and international vendors.  This includes production materials, outside services, etc.  Verification of material receipt and approval of incoming invoices including freight charges as needed.
• Assist Product Management in chip procurement by working closely with purchasing.
• Support customers with inventory management by providing weekly or monthly inventory reports/order status reports as necessary.
• At times assist with submission and acceptance of orders to track order status and production efforts with other G+D production sites from initiation to delivery, including any claim handling. 
• Support Finance in the preparation of monthly invoicing, monthly forecast, and order income.
• Verify pricing on customer POs to match quotations and/or contracts.
• Support other divisions when necessary.
• Interface with Engineering, IT, Operations, Quality and Product Management to ensure customer’s requests are managed in a timely fashion and in accordance with their specifications.
• Maintain customer order data, including product configurations.

 

 

Customer Support:

 

• Provide first level direct customer support to customers via phone, email and/or in person, to resolve issues regarding scheduling, delivery, change orders, artwork, packaging, and/or quality related claims.
• Maintain regular communication with the customer throughout the entire process from receipt of an order, production, delivery, invoicing, and claim handling as necessary.
• Manage order delivery status and scheduling updates.
• Oversee artwork design changes and approval processes for cards through coordination with the customer and production facilities to successfully proof and produce finished card printing designs.
• Assist with customer account creations/modifications in various internal systems including SAP, ServiceNow, CRM.

 

 

Operations Support:

 

• Provide support and backup to Customer Operations Group.
• Production planning and tracking including coordination of efforts both internally and with the various G+D production sites. Thorough tracking of all order steps is recorded via excel from customer purchase order to production order until delivery, including any claim handling.
• Coordinating with the manufacturing groups to deliver on time while maintaining delivery expectations and schedules between customers and production.
• Work in conjunction with international counterparts in the preparation of material and production forecasts to align with sales forecasts.