1.0 JOB DESCRIPTION SUMMARY

Transcription

1 1.0 JOB DESCRIPTION SUMMARY The basic functions of the Customer Service Specialist are to communicate with customers concerning their service needs, purchase service parts, maintain required inventory and assist in all other activities related to the flow of materials, parts and service to all Weldon Solutions customers under the supervision of the Customer Service Manager 2.0 POSITION QUALIFICATIONS He or she must be able to communicate effectively with customers, vendors and employees at all levels. He or she must be disciplined and goal oriented, and with a good understanding of the concepts of inventory control. 3.0 REQUIREMENTS To perform this job successfully, an individual must be able to perform all areas outlined for this position in a satisfactory manner. The items listed below are representative of the skills, knowledge and /or abilities necessary to meet the minimum job requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 3.1 Education Required: Preferred: High School Diploma with additional technical training related to manufacturing, mechanical or electrical engineering. Same as required 3.2 Licensing / Registration / Certification Required: Preferred: 3.3 Experience Required: Preferred: Valid driver s license Same as required 3.4 Skills / Knowledge / Abilities Some Customer Service and/or Parts inventory experience At least 1-2 years experience in CNC machine tool and/or automation assembly or service, including at least 1 year experience providing customer support by telephone Must have knowledge and understanding of customer service methods Must have the ability to quickly learn the technical aspects of the company s products to be able to troubleshoot customer equipment and processes Must have the ability to understand the demands of customer service and new machine manufacturing and be able to determine priorities Must be computer literate and be able to operate the company s applicable systems, with training. Page 1 of 9

2 3.4.5 Must have the ability to proactively review and refine methods, procedures and processes Must be able to communicate effectively with customers and employees at all levels of the company Must have the ability to plan so that customers deadlines and company s commitments are met or exceeded consistently Must be able to work on multiple projects simultaneously. The Customer Service Specialist must be able to switch from one project to the next and back with little or no reorientation necessary. 3.5 Physical Body Positions Sitting, standing and walking Body Movements Must have a full range of body movements including the use of hands and fingers, bending, squatting, crouching and reaching over head. Must have the ability to climb in and out of machines that the company produces and to lift 75 pounds. Must have the agility to negotiate somewhat congested office areas Senses 3.6 Mental Must have the full use of eyes, including close vision, the ability to adjust focus and the ability to see and differentiate patterns Mathematics Must be able to understand and perform the complex processes and equations necessary to perform cost analysis and to develop pricing of quotations Language English proficiency, both verbally and in writing, to communicate effectively with customers, vendors and other employees. 3.7 Working Conditions Work will be done primarily in the climate-controlled office and shop. Training may include a period of time working in the shop as an assembler, to become familiar with the company s products and assembly techniques. Out of town (which may include foreign countries) travel for several days at a time is expected, requiring air travel and driving by automobile. Eight to ten hour workdays are expected during the week, with additional hours required as the workload and customer schedules dictate. This position deals with strict deadlines and may be stressful. Page 2 of 9

3 4.0 REPORTING RELATIONSHIPS 4.1 The Customer Service Specialist reports directly to the Customer Service Manager. 5.0 AUTHORITY and ACCOUNTABILITY 5.1 Authority The Customer Service Specialist has the necessary authority to successfully accomplish the duties and responsibilities of the position. 5.2 Accountability The Customer Service Specialist is directly accountable to the Customer Service Manager for the accomplishment of all responsibilities and duties assigned. Page 3 of 9

4 PERFORMANCE EVALUATION Evaluation of the Customer Service Specialist s performance will be made by the Customer Service Manager annually based on the responsibilities, duties, and other performance criteria outlined below. Rating will be on a scale of 1 to 5, with 1 representing the poorest performance and 5 representing excellent performance. A tally and total performance score is provided as part of the Evaluation Report. 6.0 RESPONSIBILITIES AND DUTIES The primary responsibilities of the Customer Service Specialist consist of, but are not limited to the following: Performance Rating 6.1 Work with the Customer Service Manager to maintain the Bills of Material (BOM) in the M2M job cost system. This includes reviewing the M2M BOM and the drawing, as appropriate, to discover discrepancies. 6.2 Prepare and issue purchase orders. Ensure that the purchase order system is maintained timely and accurately. 6.3 Expedite orders, as necessary, to ensure that all necessary parts are at the right place at the right time. 6.4 Continually search for new sources of supply for repetitively purchased items and services. Monitor vendor performance and investigate ways to improve it. 6.5 For both cost estimating and purchasing purposes, confer with vendors to obtain product or service information such as price, availability and delivery. Locate sources for new parts, as required. 6.6 Investigate defective or unacceptable materials or parts to determine the source of problems and take corrective action. Coordinate quality issues with the Customer Service Manager and Engineering Manager. 6.7 Ensure that the inventory is organized, labeled, and properly recorded. This includes labeling locations, labeling parts with company part numbers and properly recording all pertinent information in M2M. 6.8 Perform shipping including documentation for domestic and international shipments of parts for customer service. 6.9 Provide the first line of communication with any customer with questions or problems relating to a Weldon Solution product. Ensure that the customer s concern is dealt with promptly, professionally and effectively, regardless of the method or person responding. This includes being available after hours if the Customer Service Manager is not available. Page 4 of 9

5 6.10 Perform the initial troubleshooting of the customers problems. If unable to provide an effective response initially, determine the most effective method and qualified person to continue to work with the customer to resolve the problem Ensure that all necessary arrangements are made to support service personnel while in the field, such as special instructions, parts needed, telephone support, travel and lodging arrangements Actively promote and administer the customer service function, including: For all customer service sales, price the parts and labor and prepare the quotation, all in accordance with established procedures Follow up with the customer to ensure that work to be performed by Weldon is properly authorized in writing by the customer When authorization is received, create the necessary sales order, job order, Bill of Materials and any other necessary documents in M2M Within 10 working days after the work is completed, update the billing information in M2M, initiate the shipper and prepare the service cost breakdown spreadsheet. Ensure all billings are accurate Work with the Customer Service Manager and Controller to develop and monitor the detailed profit plan for sales, gross profit, and customer service expenses Assist the Customer Service Manager in developing and implementing programs to market and promote the service functions to owners and users of Weldon machines to achieve the objectives, sales, and gross profit objectives, while maintaining the company s quality standards Monitor and analyze the cost of service jobs completed each month, comparing the actual cost to the established standards. Report discrepancies to the Customer Service Manager including the reasons and the appropriate corrective action to be taken on future jobs Work with the Customer Service Manager and Materials Manager to develop inventory control procedures to ensure the maximum return on the company s inventory investment. This includes: Analyze usage levels, quantities on hand and purchasing lead times to determine the optimum inventory levels for production parts. Work with the Customer Service Manager to determine optimum inventory levels for service parts Ensure that the usage of service parts is recorded accurately and timely, including the return of parts removed from inventory, then returned. Page 5 of 9

6 6.17 Actively participate in the creative exchange of ideas to enhance the company s research and development efforts Keep pace with industry technological advances, so as to advise and assist the Customer Service Manager in incorporating such advances into the company s strategic planning for the future Perform all other duties deemed appropriate by the Customer Service Manager. 7.0 OTHER PERFORMANCE CRITERIA 7.1 Planning and time utilities Consistently show the ability to recognize and deal with priorities Make the best use of time to complete projects and duties on schedule. 7.2 Initiative Recognize his or her strengths and weaknesses and search for training opportunities that will improve his performance and coordinate training with the Customer Service Manager Recognize and perform tasks that need to be completed, even though they may not be directly assigned; works well as a team member. 7.3 Attendance and reliability Do not abuse ability to take unscheduled time off when necessary Be punctual at all times Complete all obligations; do what has been committed Safeguard and protect all company assets in his or her care Maintain a well-groomed, professional appearance appropriate for the position and situation. 7.4 Judgment and decision-making Make decisions in a timely manner Take all opinions and suggestions under advisement before making decisions of major proportion, while assuming full weight of the decisions themselves Demonstrate good judgment in safeguarding customer, company, and vendor and employee information Demonstrate good judgment in investigating and solving problems. 7.5 Relationships with others Page 6 of 9

7 7.5.1 Maintain a cooperative working relationship with customers, vendors and all other company employees Handle difficult situations tactfully. Page 7 of 9

8 EVALUATION REPORT The Performance Evaluation process includes the evaluation of each responsibility/duty/task on a line by line basis. This is where specific areas of achievement or concern can best be identified and addressed. This then allows for benchmarks for future performance and plans for growth in the strengths identified and for improvement of the weaknesses identified. The appropriate evaluation is not complete, however, until the areas of improvement have been identified and the methodology for achieving the desired improvements has been agreed. Comments below are documentation of that agreement. Total Score (divided by) = % Average Performance Rating Total Possible Score 200 COMMENTS AND RECOMMENDATIONS Areas of Achievement and Strength: Areas That Need Improvement: What Must be Done to Improve: Employee Comments: Customer Service Specialist Date V.P. of Customer Service Date Page 8 of 9

9 ACCEPTANCE and ACKNOWLEDGEMENT I have reviewed and understand the above job description and believe it to be accurate and complete. I also agree that the Customer Service Manager retains the right to change this job description at any time and will provide me with written revisions and addendum prior to the installation of the new requirements. I will also be provided a copy of an Employee Handbook, detailing other requirements and responsibilities, in addition to those stated in this document. I also understand that, although there are items which can be delegated to other employees, I am fully accountable for assuring that these items are carried out as required, and that the functional role of Customer Service Specialist cannot be delegated to another member of the team. I acknowledge that I will be evaluated on twice each year with respect to any overall performance. I also acknowledge the following criteria for evaluation: 86% -100% Superior 76% - 85% Very Good 60% - 75% Satisfactory 45% - 59% Sub-Standard Below 44% Unacceptable Therefore the undersigned is in common agreement that on the functional role of Materials Manager, including additional assigned duties and the requirements and authorities assessed therein; that compensation has been fully disclosed; and that there exists no other agreements attached to the acceptance of this agreement. Customer Service Specialist Date V.P. of Customer Service Date Page 9 of 9