Job Details
RB Royal, a family owned and operated manufacturing business, is looking for a motivated and organized professional to join our team as a Customer Support Specialist!
If you are a proactive self-starter with excellent communication and follow-up skills this role is for you. In addition, to joining an amazing team of professionals, you will join a company whose culture values continually learning and growth and encourages all team members share new ideas and implement process improvements.
Core Responsibilities
Processes incoming Purchase Orders from entry into the RB Royal system through their successful completion (release to manufacture). This process basically entails a review of incoming orders for accuracy relative to most recent quotation and/or existing sales agreement. Referenced as the contract review in the ECR process, this is a requirement to formally release a given order. Once order is given a ship date, you are responsible for communicating the internally confirmed delivery date to customer and outside sales personnel OR undertakes the initiation of corrective actions with the customer to obtain compliance for an acceptable contract review.
Prepares prototype requests and enters orders; providing customers or sales reps with prototype delivery dates.
Initiates New Product Launches for new parts and processes Engineering Change Requests (ECR s) when there is a non-manufacturing change to a part.
Routinely meets (as scheduled) with purchasing and manufacturing (Production Meeting) to review order status. Communicates possible changes and/or request for change to the customer. (Internal driven changes)
Responsible for processing requests for expedited customer orders, cancellations, additions/omissions, or any other request that would require adjustment to the submitted/approved contract review of the submitted ECR. Evaluates and coordinates with internal departments as needed and communicates possible approved deviations to the customer. (External requests)
Coordinates the distribution of customer information requests to the internal departments responsible for formulating a response. May assist in transmitting the response on behalf of the responsible department as circumstance requires. (Due to the high potential for contact with the customer base, i.e., supplier portals position, email exchange the position functions as de facto clearing house for external information requests.).
Enters RFQ in the RB Royal system and tracks to completion, working with production planning, engineering, quality, manufacturing, and any other internal departments as necessary. Maintains CRM, Engineering Quote Log, Open ECR s List.
In support of customer or Sales Representatives promptly forwards ancillary inquiries/requests such as RFQ, pricing inquiries, sales contact, QA details, misc. information, etc. to the appropriate party (Engineer, Sales Representative, Supervision, etc.) within the sales and marketing department. Provide back-up within department.
Monitors ongoing validity of contract sales agreements, Dedicated Stocking Agreements, and/or additional customer agreements, interpreting such as part of the order entry process.
Investigates customer concerns and brings to satisfactory resolution by following through internal departments of RB Royal as necessary. Responds to customer and Sales Representative questions or complaints by telephone, mail, on-line networks or in person, finding information from available internal or external resources and documenting those sources for continued validity.
Contributes to corporate net and margin sales goals through vigilant support of corporate commercial policies.
Monitors market chatter for competitors activities and communicates information to supervision.
Liaison with key account as assigned for the purpose of providing input to unique solutions for unique issues.
Congenially communicates with customers by phone, fax, or on-line networks, processing orders in a manner fostering good will and the potential for repeat business.
Skills Critical for Success
Associates Degree in Business Administration/Sales and/or three years of customer service experience in the manufacturing environment preferred; or equivalent combination of education and experience.
Computer literate with Microsoft Suite programs. Preference for data base and project management programs as well as some main frame computer familiarity.
Excellent organization skills and the ability to communicate effectively with all levels in the organization as well as customers required.
What Sets RB Royal Apart
Industry-leading compensation and benefits package including two medical plan options, health savings account with company match, flexible spending account, dental, vision, 401K with company match, and company provided life and disability insurance.
Paid holidays, sick and vacation.
A world-class work environment with potential for long-term growth and advancement, paid professional memberships and professional activities (conferences & workshops) and a tuition and certification reimbursement program.
Exceptional company culture that encourages innovation and empowers team members to act as leaders by providing the opportunities, training, and tools critical to achieving a successful and meaningful career.
Strong communication from executive management, including interactive quarterly discussions on strategic progress.