Customer Service Specialist, Assoc

Customer Service Representative

As the Customer Service Representative, you work with various departments to meet moderately complex maintenance services sales goals.  You will maintain direct contact with customers before and/or after the sale. You will support the Program Management Office by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).

Location: Santa Clarita, CA - Onsite

Salary: $25.38 - $33.85 per hour

Please note that the salary range information provided is a general guideline only, reflecting a position based in CA. Criteria such as the candidate’s qualifications and relevant experience, the scope of the specific position, as well as market and business considerations will be evaluated when extending an offer.

We Take Care of Our People

Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture

Your Challenge

• Primary focus will be on the management of customer deliverables, and timely, accurate provision of status from receipt to shipment and receipt of customers' orders

• Extraction and analysis of data contained in MRP and CRM systems to produce monthly/quarterly metrics to support internal and external business reviews

• Accurate and timely processing of new sales orders

• Tracking and expediting internal Contract Reviews (CRs) and Order Acknowledgement/Acceptance (OA)

• Rescheduling or renegotiating contractual delivery dates with customer and escalate issues to PM if required

• Liaison with designated PM representative to provide additional status as required to the customer on Engineering Change Orders (ECOs)

• Responding to issues brought up by the customer and use of sound judgment to provide resolution to the customer or escalate issues to PM where appropriate

• First line of support in interfacing with the customer for day-to-day issues, acts as primary liaison between the customer and other internal departments

• Effectively communicate details of customer orders to various internal teams to ensure all requirements are met

• Attend internal meetings to mitigate possible risks to on-time delivery performance

• Ensure that appropriate CW Sales Managers are kept informed of order status and scope changes originating at the factory

• Participate in customer conference calls and meetings, standing in for PM as required

• Work closely with the PM to ensure customer satisfaction and drive activities that support the customer

• Liaison between Transactional Shared Services and customer to resolve outstanding receivable issues.

What You Bring

• 4-6 years of technical customer service experience (environment dealing with people) and working in a structured role with administrative duties

• High school diploma or equivalent required, Associate's degree preferred

• Self-starter who takes initiatives in driving issues to resolution with demonstrated problem solving skills

• Ability to multi-task and work under pressure in a fast paced environment

• Excellent verbal and written communication skills

• Strong organizational and time management skills

• Effective team player and decision maker

• MRP/ERP experience required (SAP preferred)

• Proficient in MS Office, specifically MS Word and MS Excel

• Must be a US Citizen

Who We Are

Our Values

Environmental, Social and Governance