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Standex International · 1 day ago

Sr Customer Service Representative

Sugar Land, TX

Full-time

Onsite

Senior Level

Standex International is a global industrial growth company operating through market-leading brands in various sectors. The Senior Customer Service Representative is responsible for higher-level customer service activities, ensuring customer satisfaction and managing complex assignments while coordinating with different departments.

Manufacturing

Responsibilities

Communicate with customers various customer support related matters –part/po statuses, due dates, reports, expedites, change or rush orders, special instructions, follow-ups etc. as back up to Customer Service Reps

Co-ordinate shipping activities with the shipping department to ensure timely shipments and any special customer related instructions. Including shipping schedule review and approval

Daily review of POSO system for order accuracy

Handle ramp up and special projects as related to new and current customers

Main focus will be time sensitive customers, as well as more difficult and complex assignments

Management of Inventory stock levels through Reports and analysis Keep information in ERP system current, and up-to-date to be able to generate open sales order reports, shipping reports, forecast reports etc

Evaluate customer forecasts/demands and purchase orders and run internal reports

Analyze status of each part number by evaluating various standard and custom reports to ensure that Amran has sufficient stock levels to meet customer demands on time. Communicate any changes needed to management for review and updating

Co-ordinate various part and PO related activities through materials/purchase department. Manage expedites and rush requests through purchasing and/or production departments

Handling high demand parts and scheduling

Running / analyzing / providing updates on unconfirmed reports to ensure OAs are to customers quickly and to identify possible problem parts

Keep customer informed. Reply to their requests immediately. (Most important)

Customer specific requirement – i.e. online log-ins, passwords, submission, order acknowledgement, post dates, status update etc

Co-ordinate customer requests, production rush order, shipping and other special request activities through purchasing and production to ensure prompt and efficient customer replies

Handling customer meetings; looping in management when needed for support

RMA process – gathering the needed information to process the RMA. Providing the customer with needed info once RMA has been started. Working with shipping to ship replacement and pickup, if needed, for the unit. Sending all final info including credit to the customer when RMA is closed

Training new employees coming into the department

Qualification

Customer serviceERP systemInventory managementProblem-solvingTyping skillsMulti-taskingInterpersonal skillsCommunication skills

Required

A college degree or prior work experience in related field of customer service/support

Advance Computer knowledge and good interpersonal skills are required to handle the customer requests and satisfy them

Strong communication and problem-solving skills are a must, particularly strong verbal communication and listening skills

Good typing, spelling, and written communication skills are necessary

Ability to multi-task, work under pressure, meet deadlines, co-ordinate activities with various departments and be able to thrive in a fast-paced work environment