Job Description

Position Summary :

The customer service representative is a member of the sales team. Primarily this position is responsible for maintaining account relationships by using network software programs and Microsoft applications.

Essential Duties and Responsibilities :

1. Receives and enters customer purchase orders and delivery schedules.
2. Provides product information to customers and sales personnel concerning availability, pricing, terms, shipping data and other pertinent information.
3. Analyzes weekly order reports as well as monitor inventory levels. 
4. Plans and allocates customized shipments daily/weekly per individual customer instructions. Arranges unique transportation arrangements as needed for critical shipments.
5. Coordinates with Quality, Inspection and Warehouse teams to ensure product is available to be shipped to meet demand.
6. Communicates and expedites orders with HF production/purchasing team to meet delivery requirements.
7. Receives customer changes, requests or complaints by telephone and email, making logistically cost effective decisions.
8. Understands flow between departments and directs individual issues to the appropriate department.
9. Assembles new customer master files gathering all required documentation and forwards the information to the Customer Service Manager to request new customer credit terms.
10. Works with QC to issue customer RMA’s. 
11. Issues credit and/or debit memos for pricing, shipping or freight discrepancies. Continues to work with accounting to help resolve past due and credit issues.
12. Processes engineering samples and PPAP requests, understanding quotations, development procedures and approvals. Opens the new product files in the system.
13. Performs the required steps to obtain necessary approvals and set up new vendors in the ERP system.
14. Makes responsible decisions maintaining quality control in the best interest of Futaba and the customers to maximize profitability and function.
15. Communicates regularly by email with customers, factories, sales reps and all departments. Solves problems and responds in a timely manner.
16. Supports the sales team with budget preparation and attends monthly or quarterly forecast meetings. Assists sales managers to complete pricing files and changes, and enters final information.
17. Keeps organized records of files and correspondence in electronic or paper format as required.
18. Follows up on unresolved issues requested by a Sales Manager or Customer Service Manager.
19. Works closely with the Purchasing department, as well as the Factory Manager on tasks related to the Huntsville Factory. 
20. All other duties as assigned by management to ensure the success of Futaba.

Requirements :

1. Bachelor’s degree (B.S.) from a four-year college or university preferred, a combination of education and experience may be considered.
2. 2-3 years related experience in customer service, sales and/or marketing administration.
3. Experience in use of mainframe programs of inventory, order processing and purchasing.
4. Intermediate MS Office skills, specifically Excel, Word and Outlook are required.

Minimum Skills, Knowledge & Ability Requirements :

1. Strong written communication skills: Ability to read and understand instructions, detailed correspondence, and present ideas clearly in writing. Ability to write professional correspondence.
2. Strong verbal communication skills: Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to effectively present information and respond to questions from groups of managers and customers.
3. Strong organizational skills and detail oriented. 
4. Intermediate math skills with ability to calculate figures and amounts including discounts, commissions, and percentages.
5. Reasoning skills: Ability to apply logic and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables. Ability to maintain pleasant composure and reasonable control to make decisions to best serve our company and our customers.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

The noise level in the work environment is generally quiet.

Physical & Mental Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Employee is required to speak and listen.
2. Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions.
3. Visual requirement is for close vision and ability to adjust focus.
4. 80% or more time is spent looking directly at a computer.
5. Employee is occasionally required to stand, walk (or otherwise be mobile).
6. Occasional lifting or moving items up to 35lbs.
7. Ability to deal with stressful situations as they arise, apply common sense understanding to carry out detailed but uninvolved written or oral instructions, deal with problems involving a few concrete variables in standardized situations.

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