Customer Service Representative

divh2Customer Service Representative/h2pstrongPosition Summary/strong/ppThe Customer Service Representative (CSR) will perform all the daily transactional activities required for the customer (customer quotations, simple contracts, product returns and technical requests), as well as provide input and feedback to customer strategies, revenue/margin budgets and other customer/team related initiatives./ppstrongWhat You Will Do:/strong/pulliCommunicate with customers on all required correspondence on quotes, purchase orders, contracts, RMA, and technical request./liliDevelop and recommend customer sales and margin strategies that encompass our business goals and objectives such as offering alternate products to customer (if applicable), and request for cross reference information. Establish specific customer targets and actions with the customer team and ensure support from CSM and TSR. Quarterly review with the CSM on all customer related initiatives. Monthly review and update of Profitability Files./liliProvide pricing and availability on all daily quotes. Metro CSRs will execute contracts received from customers. All other CSRs will collaborate with Contracts Specialist who will execute customer contracts./liliProvide customer support when a Coach Down situation is identified; ensure parts are expedited and that all avenues are explored so that the customer receives parts as soon as possible./liliProvide customer with technical assistance as required utilizing available resources (Parts manuals, BOM, engineering drawings, vendor manuals, NFP personnel, Engineering, New Product Development, Parts)./liliObtain daily quote and contract approvals and award information from customers./liliReview open sales order reports weekly and review upcoming orders and all past due orders; expediting orders with purchasing/manufacturing that are past due./liliReconcile all sales order discrepancies with customer such as price discrepancy, incorrect quantity, lead time, etc./liliNegotiate, enter, and coordinate returns of parts as requested by customers. Investigate and arrange carrier call tags for parts to be returned from the customer. Reconcile and follow up all RMAs that are past due./liliWork with Traffic department on delivery issues with customers. If proof-of-delivery required use online tracking or carrier tracking system./liliCreating and monitoring until final approval New Load Requests, Data Change Requests and Pricing Requests./liliMetro CSR to review contract language and requirements in collaboration with the Metro Specialist/CSM, create bid worksheet, outlining all bid requirements including terms and conditions, bid submission requirements (due date, copies, how to bind, etc.). All other CSRs to review contract requirements in collaboration with the Contract Specialist. All CSRs will obtain pre-approval from CSM and get required approvals on bids from CSM/CSD, VP or President./liliMetro CSRs to coordinate insurance and bid bonds for customer RFPs when required. All other CSRs will execute in collaboration with the Contracts Specialist./liliMetro CSRs to monitor and manage customer contract items and escalations in conjunction with Metro Specialist/CSMs./liliMetro CSRs to collaborate with Business Development on complex bids./liliWork directly with the customer to gather and understand their business objectives, funding and operating budgets, buying trends and item usage to be able to support internal stocking strategies and inventory planning by customer./liliProactive selling of all products, from knowledge obtained from customers and the transit industry./liliParticipate in major projects or programs in collaboration with the Contracts/Program Specialist, as required./liliAssist Accounts Receivable with collections when required./liliRequest additional reports from Analyst as required./liliReview/create Contact Reports identify action items and coordinate any tactical responses required./liliAttend tradeshows as required./lili10% travel required./li/ulpstrongWhat You Need To Be Successful:/strong/pulliHigh School Diploma/GED./liliKnowledge of Oracle systems/processes, Bills of Materials, basic knowledge of transit vehicles and systems./liliProficient in Microsoft Office, Excel./liliAnalytical skills./liliStrong communication and organizational skills./li/ul/div