Customer Service Advocate - Lakewood, CO

POSITION SUMMARY:  Provides primary customer contact for assigned accounts for all aspects of ordering, costing, quality issues, production and inventory issues for the product.

ESSENTIAL JOB FUNCTIONS:

·           Receives customer purchase order and initiates internal work order process accurately and completely. Reviews pricing information, revises quotes as necessary and releases job folders. 

·           Generates new quotes for customers (existing or new) on occasion.

·           Coordinates team meetings for new and existing projects and is a team lead.

·           Communicates with customers regarding quality issues, required ship dates and pricing. Coordinates with Quality Manager to resolve quality issues and recommend measures to improve product quality and customer relations.  Issues Return Material Authorizations (RMA’s) to facilitate product returns from customers.

·           Communicates both verbally and in writing with English-speaking customers.

·           Accommodates changes in customer requirements through coordination with production scheduling, expediting orders and updating the company database as required.

·           Coordinates with inventory control to monitor product usage and inventory levels.

·           Monitors and tracks usage for long lead time items.

·           Attends production meetings to provide team with information on projected orders, customer usage trends, quality issues, customer relations, etc.

·           Maintains records and provides reports to management as required.

·           Presents themselves professionally to customers as the face of company

·           Manages multiple customers/projects at a time.

·           Works independently with minimal oversight.

·           Is detail-oriented and organized.

·           Attends work in person, on time, on a regular and reliable basis.

·           Completes all tasks in an accurate, complete and timely manner.  Is detail oriented.

·           Follows directions.  Asks questions to clarify if needs more information.

·           Follows all safety protocols, helps others follow all safety protocols and alerts their supervisor or management to any safety risks that are discovered.

JOB QUALIFICATION REQUIREMENTS:

·           Training and Experience:  3 or more years of trade school, vocational education, college or related work experience. Experience with managing and dealing with customers.

·           Reading and Comprehension:  Ability to read and interpret drawings, finish specifications and process sheets, customer purchase orders and invoices.  Ability to communicate effectively.

·           Math Ability:   Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions and decimals.

·           Computer Skills:  Ability to enter, analyze and retrieve data relevant to job function from computer using ERP system and Microsoft Office (Word, Excel, MSTeams).  Ability to generate graphs and charts using the computer, primarily manipulating, and creating Excel Spreadsheets.

·           Reasoning Ability:  Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.  Ability to interpret instructions furnished in written, oral, diagram, or schedule form.

·           Physical Demands:  The employee is required to:

- stand, walk, push, pull, reach overhead, and bend to the floor

- exert 20 to 50 pounds of force occasionally, and/or

- exert 10 to 25 pounds of force frequently, and/or

- exert up to 10 pounds of force constantly to move objects

·           Visual Acuity:  Ability to read and interpret blueprints, process sheets, customer orders, computer screens and other information.

·           Communication:  Ability to understand and be understood in communications with others, including on the telephone. Ability to speak effectively before groups.

·           Working Conditions: The employee is subject to:

-   Occasional high noise levels from operating machines

-   Occasional breathing fumes, dust and mist