Senior Customer Service Rep / Manufacturing Scheduler

What you’ll do:

The Customer Service Representative is responsible for recommending, planning, implementing, and coordinating a wide variety of order management activities while specializing in one or more of the following:  Customer relations, order entry, production loading and scheduling, order flow and product warranty while meeting plant customer service objectives.  

ESSENTIAL FUNCTIONS:

•    Establishes and maintains communication with customers and keeps abreast of customer needs and procedures.  Communicates needs to other departments.
•    Plans, develops and schedules the manufacturing work load by coordinating customer needs, plant backlog, material and engineering requirements, manufacturing capabilities plus continuous cycle time improvements.
•    Monitors, controls and communicates the status of customer orders and shipping projections to promote plant credibility and maintain on-time performance.
•    Administers order entry, order flow, scheduling, shipping and invoicing while maintaining the proper processing of change notices. 
•    Prepares and maintains schedules to meet monthly billing objectives.  Provides commercial / technical guidance to other functions such as marketing, engineering and materials in desirable formats to support total quality effort of the plant.
•    Coordinates meetings with others to synch efforts, resolve difficulties and gather data to assure a high level of performance.
•    Administers proper customer documentation such as drawings, instruction manuals, descriptive bulletins and test reports.
•    Coordinates and conducts customer visits and inspections as required.
•    Trains and provides guidance to other order management personnel while identifying and recommending policy and procedure revisions.
•    Provides proper response to customer inquiries on status of orders by coordinating engineering, scheduling, materials, manufacturing, shipping and invoicing functions.
•    Develops accurate customer commitments by coordinating all departments involved.
•    Resolves commercial situations involving warranty, shipping and invoicing.
•    Develops alternate solutions to fill customer needs when plant cannot meet original needs.
•    Develops Continuous Cycle Time Improvements.
•    Coordinate’s efforts of marketing, engineering, materials, shipping and accounting to insure customer satisfaction.
•    Coordinates and conducts customer inspections, on-board approvals and customer visits.
•    Alerts management and other departments to the urgency of the situations.

Qualifications:

Required (Basic) Qualifications: 

• Bachelors degree and 2+ years of scheduling experience in a manufacturing environment or Associates degree and 3+ years of scheduling experience in a manufacturing environment 
• Must be legally authorized to work in the United States without company sponsorship now or in the future.
• Relocation assistance is not available for this position. Only candidates currently located within a 50- mile radius of Arden, NC (28704) will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications: 

• Experience with AS400, Vista, or SAP

Skills:

• Managing an order to ensure on-time performance of acknowledgement, drawings, and shipments plus total quality of equipment, bills of lading, and invoices to meet customer expectations.
• Prepares and maintains schedule to meet monthly billing objectives.
• Knowledge of customer / field procedure, order processing flow, manufacturing
• Some technical understanding of product (ATS).
• Excellent computer skills MS Office (Word, PowerPoint, Excel), databases
• Excellent verbal and written communication skills

Additional Information:

Problem Solving:
•    Utilizes time management effectively to accomplish daily objectives.
•    Achieves customer commitments by coordinating Marketing, Manufacturing, and Materials.
•    Resolves commerc