Manufacturing Customer Support

McCallion Staffing Specialists • Montgomeryville, PA • 2h ago

Established manufacturing company in Montgomeryville is looking to expand their Customer Support team.

Position Summary: The Manufacturing Customer Support performs a wide variety of duties to receive, interpret, analyze, coordinate, enter, manage, and follow-up customer and distributor sales orders through production and shipping. You must have previous B2B customer service experience. Follow up with customers via heavy phone calls and email. Responsible for providing product, technical and sales information, order status, availability, pricing, and delivery to customers and distributors. This role is also responsible for maintaining appropriate sales records/files and delivering an exceptional customer experience during every customer interaction.

Essential Job Functions:

A. Customer Sales Processing

Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor.

Review order transmittals and other paperwork when received. Interpret incoming order documentation to ensure configuration, price, and product requirements are accurate and specifications are complete prior to order entry.

Enter and process confirmed orders in JDE EPR system and acknowledge back to customer within 24-48 hours from time of receipt.

Maintain processed orders as required with any product, pricing, scheduling, address, or shipping changes.

Inform the manufacturing/shipping department with any changes affecting those departments using the appropriate back-up paperwork. Maintain open and closed sales files.

B. Distributor Sales Processing

Review incoming orders to ensure order is complete with information needed to ship the order accurately for the customer. Contact distributor for clarification of missing information. Resolve any problems with the orders to assure order is processed within established guidelines of discounting, terms and conditions of sale, etc.

Accurately enter (non-E-Commerce) sales orders into the business system. Responsible for the maintenance and invoicing of all sales orders.

Answer distributor's inquiries regarding pricing, availability, and order status.

Be the distributor contact for inquiries that correspond with order entry. Process and distribute the distributors open order report weekly. Inform distributors of delays in product shipment or shipping problems as informed by the corresponding departments.

With the Purchasing team, provide planned ship dates to distributors for non-stock items. Advise distributors of delays or changes in shipping dates as required. Expedite, where required, to meet customer expectations.

Coordinate dispute resolution from Distributor Network including, but not limited to, order accuracy, price, freight, collections, and tax.

C. Sales Support

Answer any sales order questions that arise within sales, customer service, or other departments within the Company. Assist other departments with customer facing issues.

Assists with complaints concerning billing or service rendered; referring complaints of service failures to designated departments for investigation.

Assist Manager with maintaining production lead times, product pricing discrepancies, follow-up correspondence with distributor, and internal department inquiries, etc.

Work with Sales, Operations, Engineering, and other departments about date management, special requests, freight, and other customer needs.

Education and Experience:

Requires a high school diploma. General education or college courses equivalent to an Associate's degree in Business Administration is desirable.

2-4 years of experience in customer service working directly with customers, salespeople, or distributors.

Previous technical manufacturing support preferred

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