Customer Service Support

JOB SUMMARY:

Performs general customer service functions to assist in developing and maintaining customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Effectively gathers, reviews, and organizes all documentation or data related to new/existing orders.
• Accurately processes orders, RMA, credit memos, and miscellaneous charges within the ERP system in compliance with Ace Precision policies and procedures.
• Promptly and accurately manages order entry, acknowledgements, and metrics in both Customer Portals and Ace Precision ERP System.
• Downloads, manipulates, and updates Excel data sets to efficiently review and communicate forecast and order changes to both internal Ace Precision supply chain and Customer Portals or contacts.
• Streamlines order processing and improves customer service by identifying and working with others to implement enhancements to order management processes and tools.
• Quickly adapts to new customer requirements as it pertains to Customer portal use, order acknowledgement requirements, or contacts.
• Collaborates with sales, supply chain, and customer support teams to resolve order issues such as order status, parts availability, terms and conditions, contract compliance, or development.
• Understands customer contracts to identify opportunities to improve Ace Precision profitability and works with necessary contacts to execute.
• Diligently reviews customer scorecards, reconciles inaccuracies, and reports on internal metrics.
• Proceeds under general supervision.
• Maintains or exceeds production standards through efficient organization and planning.
• Demonstrates thorough knowledge of and conformity with Ace Precision Quality System work instruction requirements that govern Customer Service operations.
• Follows and complies with safety policies and procedures.
• Accurately completes all required documentation.
• Contributes to team efforts by assisting in areas as needed.
• Meets attendance policy requirements.

SUPERVISORY RESPONSIBILITIES:

The job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, if the Company can do so without undue hardship.

EDUCATION AND EXPERIENCE:

Associate's Degree in Business, Communications, Administrative Assistance, or related field, with two years of customer service experience, or equivalent combination of education and experience. Experience in a manufacturing environment preferred. Extensive knowledge and experience within Microsoft Office Suites; including, Outlook, Excel, Teams and Power Point is essential.

LANGUAGE SKILLS:

Ability to read English and analyze documents, such as procedure manuals, work instructions, reports, and correspondence. Ability to communicate effectively with employees and other Company stakeholders. Must possess excellent writing and communication skills. All communications must be thorough and handled with professional expertise.

MATHEMATICAL SKILLS:

Knowledge of business math with ability to calculate figures and amounts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to apply common sense understanding to accurately carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Discretion with regard to confidential issues required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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