Customer Service Representative

Seeking a Senior Customer Support Representative for an engineering/manufacturing operation.
Duties and Responsibilities:
* Coordinates across functional disciplines to achieve customer satisfaction.
* Manages performance against customer requirements in accordance with contract obligations, terms and conditions.
* Ensures timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost, and on-time delivery expectations.
* Develops and maintains relationships that foster additional growth opportunities and up-sell products as an extension of the sales force.
* Ability to balance customer requirements with company capabilities and objectives.
* Functions as primary point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.
* Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including importing and exporting requirements.
* Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment of customer demand to ERP system.
* Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled.
* Takes ownership of total customer satisfaction for assigned customers. Establish and execute customer scorecard reviews with functional groups to ensure customer metrics are improved and actions are being taken, as appropriate.
* Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer, in anticipation of customers’ needs.
* Coordinates internal activities of all departments involved to achieve customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between the Company and the customer. Represents the Company in delivering plant recovery plans.
* Coordinates and supports in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with the Compnay's policies, terms and conditions from proposal through shipment.
* Represents the company at customer review meetings (on and potentially at off-site meetings).
* Manages Customer Metrics and keeps customer database updated with all activities and maintains all records for account responsibility.
* Assures compliance with all export control regulations- ITAR.