Inside Sales Customer Service

JOB SUMMARY This position serves as the primary business contact for the customer and, along with the Account Manager, is responsible for the customer’s satisfaction. The Inside Sales Representative is expected to support customers by managing reporting, communications, and pricing; collaborating with the Operations team to fulfill customer requirements; analyzing customer forecasts; and contributing to budget planning in coordination with the Sales team. This position acts as a liaison between the customer, sales, production planning and manufacturing. DUTIES AND RESPONSIBILITIES Manage customer communications, serving as the primary point of contact for customer requirements at the Juarez site, in coordination with Operations Managers, including demand management, deliveries, quality issues, engineering requirements, and other needs as required. Develop forecasts and budgets, maintain product line forecasts with input from customers, the Sales team, and Operations. Prepare product line sales budgets in coordination with the site Operations teams, Sales Directors and Sales Account Managers. Receive and process customer forecast and purchase orders. Work with planning team to enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling. Work closely with the planning and production teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met (SIOP). Inform Account Manager of any significant changes or issues with a customer account or customer forecasts. Ensure that all purchase orders have accurate pricing and if not, collaborate with Product Management/Account Manager to resolve any discrepancies, processing only those POs that have correct pricing. Develop and manage customer specific forecasts, inventory models and stocking programs to insure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders. Assist the Account Manager to coordinate customer visits as needed. Respond to customer inquiries in a timely manner. Initiate, monitor and/or process customer complaints, follow up with relevant departments, and manage communication with the customer. Process demand forecasts, change orders, trial orders, remake orders and rework orders to comply with customer needs. Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process. Ability to work extended hours if needed. Perform related duties as assigned by Supervisor. QUALIFICATIONS Bilingual, Must have excellent verbal and written communication skills in both Spanish and English. At least 5 years of customer service experience in a manufacturing industry preferred. Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management. Strong compter skills and working knowledge of Microsoft Office (especially Excel and Word). Must have good organizational skills and be able to multi-task with minimal direction and supervision. Experience in medical device market. Knowledge of international trade requirements for export customers. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management. Ability to read, analyze and interpret common financial reports. Ability to compute rate, ratio and percent and to interpret bar graphs. Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Creado: Jue, 01 de Ene de 1970