Customer Support

• Responsible for maintaining relationships with customers and Application & Sales (Service) Engineer’s with regard to production, initial quotations and shipment of products to customers.
• Primary internal customer contact and support for field personnel.
• Follow from quote to final shipment of product to customer.
• Analyze financial data by collecting, monitoring, and creating financial models for decision support.
• Prepares all quotes, vets PO, Application & Sales (Service) Engineer’s data sheet and creates Factory Order for production as required by the customer.
• Makes sure all information and updates pertaining to the production of the customer’s product is communicated to the Application & Sales (Service) Engineer and customer.
• Coordinates the trucking for any customer’s product at the plant.
• Assists customers and Application & Sales (Service) Engineer’s in selection of roll material, or compound for the cover application.
• Enters and tracks job information in Pointman (SAP/ERP database) and on sales register which shows active orders and billable orders for accounting to generate the Invoice for the month.
• Creates roll material card indicating customer information and roll dimensions, compound selection, etc.
• Responsible for communicating customer needs to Sales Field, Planning, Warehouses, and other Departments as needed.
• Handles and process Customer complaints, returns and allowances.
• Provides updates to customers on the status of their rolls in production.
• Handles the more technical or complex service questions from customers and applies judgment in resolving service or technical problems falling within established limits of authority and knowledge.
• Track shipments and proof of delivery as required.
• Maintain Estimated Sales Dates and Requested Dates on each order to assist in Inventory Management for assigned territories.
• Prepare Customs Documentation as required for shipment of pieces to Canadian Customers.
• Prepares and distributes Roll Data Packages after roll has shipped.
• Sends out Customer Satisfaction Survey requests and tracks responses to address customer concerns and complaints.
• May provide work direction to others.
• Performs other duties and projects as required by management.

Customer Service Representative I

Web Portal Support Specialist