Job Detail

We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!

POSITION PURPOSE (What this position is responsible for accomplishing)

The senior customer service representative is responsible for providing and maintaining customer satisfaction by establishing a professional and positive relationship with the customer throughout the entire process of quoting, order entry, and delivery of products and/or services. This position is responsible for expertly coordinating individual customer accounts including those that require special handling, and support them by researching, investigating and responding to status inquiries of productions scheduling, shipping information and delivery problems.

This position can backup other customer service reps, as well as assist with other areas of the department such as quote processors, quote administrators, contract administrators, special projects, and backup to the switchboard operator. This position prints backlog and production reports to obtain information about backlogged orders. This position is also responsible for providing accurate documentation in accordance with EAR and ITAR regulations for international shipments.

Other responsibilities include working effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables, and issues; addressing problems and issues constructively to find mutually acceptable and practical solutions; addressing others by name, title, or respectful identifier; respecting the diversity of our work force in actions, words and deeds; following written procedures and giving quality service to both internal and external customers.

ESSENTIAL FUNCTIONS AND BASIC DUTIES FOR THIS JOB

• Respond quickly, discreetly, and accurately by phone, fax, mail or e-mail to all correspondence, orders, quotes, status requests, complaints, follow-ups and other miscellaneous customer requests.
• Completely read and review purchase orders accurately, comparing information on the purchase order to the quotations to validate order specifics and transfer accurately the full details to sales orders in a timely manner.
• Respond quickly, discreetly, and accurately to the customer on all discrepancies on the purchase order after comparing to the quotation, when applicable.
• Review backlog and production reports regularly and look for bottlenecks and delivery problems.
• Coordinate individual customer accounts, including those that require special handling, and support them by researching, investigating and responding to status inquiries of productions scheduling, shipping information, and delivery problems.
• Meet customer due dates on all orders or notify customer as early as possible if a delay is eminent.
• Prepare packing lists, certifications, shipping documents, and invoices for domestic and international shipments.
• Review all exports for compliance in accordance with EAR and ITAR regulations and apply for export licenses accordingly.
• Attend regular operations meetings to obtain information regarding details of the backlog, delinquent orders and issues, as required.
• General office duties and backup assistance to customer service reps, contracts administrators, quote administrator, quote processors, and switchboard operators, as well as provide assistance to the supervisor or manager, as needed.

PERFORMANCE MEASUREMENTS (What does the employee need to do to be successful?)

On-time delivery metrics, bookings, sales, and aged receivables, as specified by the company measurement explanations and evaluated in the department PBL meetings.

QUALIFICATIONS

EDUCATION/CERTIFICATION: high school diploma or equivalent.

REQUIRED KNOWLEDGE: 6+ years customer service experience in a manufacturing environment; strong computer skills; 10 key by touch preferred; Microsoft Word; Microsoft Excel; knowledge of ERP systems required; blueprint reading a plus, strong filing skills; strong verbal and written communication skills; professional phone etiquette; positive attitude.

COVID-19 RESTRICTIONS
Onitc has implemented new requirements for employees to be fully vaccinated from COVID-19 or have an approved reasonable accommodation.

Ontic Engineering and Manufacturing Inc. is an Equal Opportunity/Affirmative_ Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran_
Status, or any other characteristic protected by applicable federal, state, or local law.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of the ITAR. The ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Job Type: Full-time