Inside Sales Support

The Customer Service Rep II is responsible for the quote and order entry from receipt of customer Purchase Order through to shipment. He/She is responsible to liase with internal departments to ensure timely and professional responses to customer's queries. The Customer Service Rep II is expected to build positive relationships and work effectively as part of the Customer Support Team. This requires frequest communication and regular face to face meetings with Customers, Sales, Finance and the factory.

Customer Relationship and Order Management

• Identify Supply/Demand mismatches and work with both customer and internal departments to align requirements.
• Proactively provide shipment and delivery schedule information to customers.
• Ensure accurate and timely quote and order processing.
• Carry out order maintenance and ensure integrity of the order book.
• Communicate status of open / unprocessed orders to customers.
• Provide professional and responsive query resolution
• Co-ordinate order enquiries and expedites with relevant internal departments (Sales, Finance, Logistics, Factory) to improve performance to customer requirements.
• Investigate customer claims and facilitate satisfactory resolution.
• Process and track returns (RMAs) and communicate status to the customers.
• Meet with Customers on a periodic basis to continuously build positive relationship and align customer expectations with IR capabilities.
• Liaise closely with Sales to gain maximum knowledge and understanding of customer needs.
• Providing training and support to customers on new service tools and procedures

Process & Performance
• Be aware of both individual and departmental expected standards, objectives and targets and ensure that they are maintained.
• Comply with IR Company procedures and work instructions.
• Actively participate in customer service team activities
Minimum 2 years experiences in Customer Service role, Ability to work under pressure and remain calm in challenging customer situations, Computer literate with in depth experience with Word, Excel, Powerpoint, Capable of presenting in front of the customers and small groups, Good Organizational/Planning skills, Able to solve complex customer issues, Able to work with all levels of the organization, Great interpersonal skills

US CITIZENSHIP OR PERMANENT RESIDENCY REQUIRED FOR THIS FACILITY

PLEASE APPLY ON LINE AT www.irf.com Position 104631