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Customer Support Specialist

Crouzet

This is a Full-time position in Allen, TX posted June 23, 2021.

Job Summary & Purpose :

In accordance with Crouzet / Customer agreements:

· Provide helpful, and friendly communication path with Strategic Account customers in the management of their orders.

· Assist Strategic Account sales managers on all aspects regarding order management including help with supply and demand planning for customers.

· Enter and monitor the progress of orders and take proactive steps to best influence their on-time delivery.

· Manage customers concerns about their deliveries and accommodate their valid requests for return of product.

Job Duties and Responsibilities (Activities will include but not be limited to):
Several times per day, the open customer requests cases (email-to-case) are referenced in Salesforce to collect any purchase orders or requests that have been delivered from Key Account customers.

Any cases created by “junk” emails are moved.

Using JDE and Salesforce as resources, the PO is examined to ensure it is a valid PO.

An order entry check list is used to ensure the PO is thoroughly reviewed.

Any discrepancies with the PO must be brought to the customer’s attention with a request to provide a revised PO.

Initiate and follow-up the process, with Technical Support, to create a new part number, where new part numbers are needed to be created.

Any disagreements with the order are to be brought to the attention of the responsible Sales Manager or the Manager of Customer Service and Operations.

Using a checklist to help assure accuracy, a sales order is created for each valid PO.

A record is added to a Delayed Order Report for any PO’s waiting for revision and not valid for a sales order to be created.

Monitor new sales orders daily until delivery dates have been confirmed.

Follow-up with Crouzet Logistics to order confirmations that have taken longer than 2 days.

Generate cases is Sales Force for requests to logistics.

Check Sales orders daily and enter the appropriate delay code to any orders that have received a scheduling delay.

Obtain forecasts from Key accounts and update the forecast collection file upon receipt.

On a daily basis, monitor the progress of all Strategic accounts being mindful of and taking corrective action where necessary for: The timely delivery of Acknowledgements and Order Confirmations On-time supply of inventory for customer orders Delays occurring in the supply-chain Timely shipping of orders by third party logistics provider (3PL) Provide timely notifications to customers for any situation that may threaten the commitments made in the order acknowledgement.

Engage Crouzet Logistics to inquire about order delays to Strategic Accounts or to request for expedited production or shipping.

Be an advocate for the customer and, where appropriate, work to influence a positive outcome to maintain on time shipments.

Engage management to help overcome barriers.

With reference to Crouzet’s limited warranty use good judgement in response to requests for product to be returned.

Provide customers with return material authorization (RMA).

As a member of Customer Support team, provide over the phone support for customer calls and deliver responses for inquiries on Price, Availability Leadtime, order status, etc.

Provide the maintenance of customer account records in JDE

Job Qualification

Experience

· 2 years of work experience involving customer-facing support activities.

· Familiarity with ERP and CRM tools.

JD Edwards and Sales Force required.

Competency & Skill

· A strong concept of the Customer and of Customer Satisfaction

· General understanding of business ordering Processes including Purchase Orders, Sales Orders, Acknowledgements, Delivery Orders, Packing Documents, and Invoicing.

· A good understanding of inventory, warehousing, and order fulfillment.

· A good understanding of scheduling and the ability to organize events on a timeline.

· Excellent written and verbal communication Skills

· Strong telephone etiquette with the practice of listening actively.

· Proficiency with office communication tools including Outlook, Teams, and SharePoint

· Proficiency with Office Productivity tools in a collaborative and shared environment including Excel, Word, and PowerPoint

· Intermediate Excel skills including use of formulas and pivot tables and the ability to sort and filter data.

· Ability to develop Supply and Demand schedules and related effect on inventory.

· Accuracy with data entry and record keeping skills.

· Strong arithmetic capability with quantities, money, and dates

· Be able to move nimbly between and within screens in data-base related management systems.

· An understanding of the concept of KPI’s and SLA’s and be comfortable with individual and team performance being measured.

· Be Customer Oriented

· Take initiative and be self-motivated.

· Engage well and collaborate with team members.

· Act independently to elicit support / assistance from of other internal teams where appropriate.

· Be able to recognize blocks to normal process flow or completion of projects, assess urgency, and know when to escalate to management.

Education

· Associates Degree with Business related studies preferred.

Other Requirement

· Open planned, air-conditioned, office area with individual desks.

· Majority of activities involve computer work.

· Daily activities are time sensitive.

· Activities are subject to interruption.

· Working in the office is required.

· Working from home may be required on an exceptional basis.

Bad weather etc.

· Overtime may be requested occasionally.

· Travel is not required but may be requested occasionally (0 ~ 2 times per year)

Please note: potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role.

All candidates receiving an offer of employment must successfully complete a background check, pre-employment drug screen, and any other test that may be required for the role.

Equal Opportunity Employer Statement: Crouzet North America is an Equal Opportunity Employer (EOE) that values and respects the importance of a diverse and inclusive workforce.

It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity.

We recognize that diversity and inclusion is a driving force in the success of our company.

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