Scope of the Job:

Technical Customer Service Representatives provide the daily customer interface for the sales and operations teams to satisfy the unique requirements of aerospace, defense, life science, and industrial customers.

Duties/Responsibilities:

• Primary point of contact for customer inquiries via web, email and telephone


• Prepare order confirmations and quotations in the ERP system


• Sales order entry and acknowledgement via the ERP system


• Customer and sales organization coordination to ensure timely entry of purchase orders


• Maintain customer filing & organization of customer order records


• Maintain customer correspondence and sales history in ERP and CRM software


• Work collaboratively with Finance, Operations and Shipping to schedule orders and ensure on-time delivery goals


• Collect and complete Trade Compliance screening documentation during order entry process


• Review Return Material Authorization (RMA) requests and maintain RMA database


• Working positively to develop and foster good working relationships with colleagues and contracted personnel in order to maintain a culture of mutual respect and dignity


• Other duties as assigned

SPECIALIST FUNCTIONAL KNOWLEDGE

• Photonics industry and Aerospace and Defense market experience


• ERP system use and maintenance


• International trade compliance

COMPETENCIES

• Communication Skills


• Customer Focus


• Job Knowledge


• Problem Solving

QUALIFICATIONS

• AS degree in business or an engineering discipline preferred


• Knowledge of fiber optics, semiconductor lasers, and high speed detectors preferred


• Excellent communication and customer interface skills


• Experience with CRM and ERP tools


• Outstanding written, MS Suite skills and the ability to multi task and prioritize are required.


• US Citizen or Green Card Holder required.

EXPERIENCE

• customer service experience in a technical environment managing orders and international customer relationships.