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Customer Service Representative
Customer Service RepresentativeAnalogic Corporation • Canton, MA, US
Customer Service Representative

Customer Service Representative

Analogic Corporation • Canton, MA, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, diverse and passionate team, work-life balance and continuous career advancement.

Job Summary :

The Customer Service Representative is the Analogic interface for order management for standard customers. Customers may include internal and external customers. High-level responsibilities include :

  • Order Management :
  • Receives, processes, and facilitates customer contracts, sales orders, and change requests.
  • Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales / BD / Finance in the case of new business terms.
  • Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.
  • Sales Operations Support :
  • Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
  • Ensure a smooth and efficient customer interaction resulting in a positive customer experience.
  • Proactive communication to ensure alignment on expectations between customer and Analogic.
  • Coordinating, escalating, and expediting order activity as necessary.

Duties :

Management of orders including but not limited to new product, spares, repairs, and engineering :

  • Enter customer sales orders, change orders, debits, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures. Update and maintain ERP system; may also work in customer owned databases.
  • Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding customer overdue payments.
  • Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.

    • Sales Operations support including proactive customer communication for products, service, and repairs :

  • Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
  • Supports maintenance of customer master files, customer-related pricing, and contract documentation.
  • May handle inquiries (quotes) for standard products and services.

    • Analogic Interface :

  • Provide world class service to Analogic external international and domestic customers face to face, via phone and e-mail by providing timely, accurate and proactive communication.

    • Order receipt acknowledgment, sales order confirmation, and shipment notifications

  • Status updates and changes
  • Be proficient in ERP and CRM tools to drive efficient and effective order process and communication with customers.
  • May include supporting international shipments including but not limited working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
  • Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable.

    • Education and Experience :

  • Associates Degree or equivalent with at least 5 years of experience including direct customer contact.
  • Excellent computer skills; proficiency in MS Office including Word, Excel, Access, and Outlook.
  • Exceptional verbal and written communication skills.
  • Ability to multi-task and attention to detail.
  • Proficiency in SAP is required.

    • BENEFITS :

    401k with company match vested immediately.

    HSA / HRA company contribution

    9 / 80 schedule : every other Friday off!

    8 weeks paid parental leave.

    Healthcare for now and healthcare as your family and health change

    On-site Gym facility

    Continuous Education Pathways

    Free Parking

    Breakfast & Lunch Café on site

    You will be joining a passionate, driven, and diverse global team!

    [job_alerts.create_a_job]

    Customer Service Representative • Canton, MA, US

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