Eastern Controls, Inc. · 4 hours ago
Customer Service Representative
Newtown Square, PA
Full-time
Onsite
New Grad, Entry Level
$23/hr - $23/hrEastern Controls, Inc. is seeking a Customer Service Representative to provide high-level support to sales teams and external customers. The role involves maintaining accurate order processing, customer follow-up, and communication regarding order status to ensure an exceptional customer experience.
Manufacturing
Responsibilities
Maintains a complete, timely and accurate workload in support ticket system
Identifies if purchase orders being processed are "critical" in nature
Utilizes Purchase Order Checklist to review and ensure order processing steps are followed:
Compares quote to PO for exactness
Verifies accuracy of sales representative assignment
Ensures order type/assignment is correct
Reviews acknowledgment from factory and compares to P21 and updates as required
Compares sales order acknowledgment from P21 to Customer PO
Ensures shipping outlined in customer’s purchase order are identified, documented and communicated in P21
Verifies payment terms are correct (compare PO to P21 system)
Ensures complete and accurate commissions are processed for all Manufacturer Representative Orders
Initiates a request for review for large/complicated orders
Determines best method of order placement on the factory ("B" - Backorder, "D" - Direct Ship, "S" - Special); considers profitability for ECI supported by appropriate adherence to customer's expectations
Provides order support to customers via phone and email communication
Provides quotation support to sales teams and customers via phone and email communication
Conducts random calls to customers regarding recent orders that shipped to solicit feedback regarding ECI’s performance
Identifies and communicates appropriately any issues that may appear anytime throughout the order entry through fulfillment process
Responds (within two hours) to requests for information from internal and external customers
Tracks order status for select customers based upon unique requirements on an “as needed” basis
Reviews open orders report daily and updates P21 notes and revised promised date to reflect any changes/updates
Verifies scheduled ship dates are on track for population of open orders and informs customers immediately of any delays
Provides complete basic part number quote when requested by customer (internal or external)
Follows up with customer within one week to verify that customer’s needs are completely met
Engages in special projects and other duties as assigned, i.e.: back up support for reception coverage as required
Qualification
Required
High School, Associates Degree or Equivalent
Advanced skills in Microsoft Office Applications
Experience with CRM and ERP systems
Strong data entry accuracy skills
Company
Eastern Controls, Inc.
Eastern Controls is an industrial automation company providing control valves and process instrumentation solutions.
Founded in 1969
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Denise Adams, MS, PHR
Human Resources Business Partner
Recent News
Pittsburgh Business Times
2022-08-01
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