Customer Service Associate

Primary Objective of Position

The primary function of this position is to provide support for our customers as part of the customer service team. This position will triage orders, maintain spreadsheets, provide reports for key accounts, update data in our operating system, provide pricing/quotations for customers in a timely and professional manner, handle expedite and push out requests from both internal and external customers and provide general customer support. This position requires the ability to be flexible and handle multiple tasks simultaneously.

Job Responsibilities

Technical Job Functions

• Maintain, update and respond to customer questionnaires in a timely manner.
• Use software as required to enter and acknowledge customer orders and update existing orders as needed. Perform tasks in such a way as to prevent errors and omissions.
• Review and enter quotation requests into Oracle in an accurate and timely manner in accordance with Company policy.
• Prepare and review reports, handle correspondence, memos, and presentations. Run reports and provide feedback to customers as required.
• Maintain and update CRM.
• Maintain and update customer service folder on the intranet.
• Assist Customer Service with entering sales orders, RMAs, and various projects while backing up Customer Service during absences and vacations.
• Interface with Customer Service, Product Managers, Sales Reps and Managers on customer requests and questions as needed.Support Customer Service with various projects as needed.
• Responsible for answering incoming phone calls and transferring to appropriate area.
• Professional customer service demeanor essential, both in person, on the phone or in e-mail, as position may be the gatekeeper to visitors and guests in the receptionist capacity.
• Individual would be expected to understand and enforce visitor policy to ensure compliance with site requirements.

Authorities and Responsibilities

• Regular and predictable attendance is presumed to be an essential function of all employment.
• Position reports to Department Supervisor, and has continuous interaction with internal and external customers, including OEMs, Distributors, Manufacturers’ Reps, Regional Managers, Sales and Marketing on orders and status; with Credit, Product Planning, Purchasing, Shipping, Engineering and Production at managerial and peer levels.
• Requires effective communication and cooperation to facilitate an easy-to-do-business-with environment and to contribute to a cohesive, productive unit dedicated to the achievement of corporate goals.
• Performance influences customer perception of the Company.
• Decisions affect customer satisfaction, order fulfillment and invoicing accuracy.
• May need to expedite limited-availability product to meet the most critical customer requirements.

Knowledge

• Ability to satisfactorily complete and implement all OJT and required trainings.
• Ability to understand the organization structure, businesses and sites, and applying that knowledge to daily tasks, communications and assignments.

Analytical, Business and Technical

• Ability to apply job knowledge and skills to improve productivity, quality, timeliness and to solve problems using good judgment.
• Ability to implement new technologies or methods as needed.
• Ability to hold sensitive data and information in confidence.
• Ability to understand and implement ISO and Lean Manufacturing methodologies.
• Ability to operate equipment and use tools and techniques effectively, efficiently and in accordance with ergonomic principles.
• Proficiency in software as required; ability to perform math calculations, measurement, analysis or reporting as directed.
• Ability to multi-task daily workload.
• Ability to comply with Company policies and procedures.
• Ability to seek customer information to understand needs and requests, to demonstrate active listening to ensure mutual understanding, and to exhibit sensitivity to customer's culture to accommodate customer requests.
• Ability to coordinate role with other departments to effectively meet customer needs, improve on-time delivery and avoid delays.

Communication

• Ability to communicate effectively and appropriately orally, in writing or electronically.
• Ability to communicate work goals, progress and changes as required.

Interpersonal

• Ability to apply interpersonal skills (empathy, negotiation, rapport, sensitivity), to develop and maintain effective working relationships.
• Ability to demonstrate character, integrity, honesty, ethical behaviors and industriousness.
• Ability to effectively participate in teams and projects as well as contribute to unit cohesiveness and productivity.
• Ability to anticipate, negotiate and manage conflicts, problems, changing situations and deadlines.

Quality

You will be part of a QMS (Quality Management System) that continually aims to reduce/eliminate non-conformances while striving to meet/exceed customer expectations in the most cost effective and efficient manner.

Safety

Safety at Cinch is a commitment to every employee as we strive to provide maximum safety to all employees in the Waseca facility and all Cinch divisions.

Education and Experience

Basic Qualifications

• HS diploma or equivalent.
• 1-3 years experience in Customer Service a plus.
• Intermediate level Excel, Word and PowerPoint experience required.
• Must be a U.S. Citizen or Permanent Resident.

Work Opportunity

Bel will only employ those who are legally authorized to work in the United States.  This is not a position for which sponsorship will be provided.  Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer              

Bel is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to age, sex, race, color, religion, national origin, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected Veteran status.  We are committed to providing a workplace free of any discrimination or harassment.

About Bel

Bel (www.belfuse.com), headquartered in Jersey City, NJ, founded in 1949, designs, manufacturers and markets an array of products that power, protect and connect. These products are primarily used in the networking, telecommunications, broadcasting, computing, military, aerospace and transportation markets. The company has three major product groups Connectivity Solutions, Magnetic Solutions and Power Solutions and Protection. In addition to organic growth, Bel has completed numerous acquisitions with the most recent being Power One Inc.’s Power Solutions business from ABB Ltd., and Emerson’s Network Power Connectivity Solution business in 2014, and TE Connectivity‘s Transpower business in 2013.

Essential Physical Effort/Demands to Perform Job and Working Conditions

• Strength: Lifts and/or carries, slides, relocates objects up to 5 lbs. regularly. Lifts and/or carries, slides, relocates objects up to 25 lbs. intermittently.
• Climbing or balancing: Maintains balance while moving about to all areas of factory facilities, potentially traversing slippery or uneven floors, moving onto and off rubber floor mats in all areas intermittently. Maintains balance while sitting, standing, bending, twisting, and turning, stretching and stooping regularly.
• Walking, stooping, kneeling, etc.:  Moves about to all areas of facility as required. Bends, stoops, stretches, stands, twists, crouches, and turns while performing job. May kneel to pick up and relocate objects regularly to intermittently.
• Reaching, handling, fingering and/or feeling: Reaches, outstretches arms, pulls out drawers or objects at arms length, overhead or at floor-level towards body or into and out of drawers, cabinets and/or file boxes. Grasps and clasps objects. Picks up, places and moves objects. Uses office equipment/machines as needed per job. Positions, rotates and repositions hands, wrists and fingers on mouse and/or keyboard for prolonged periods. Uses wrists hands and fingers to rotate, manipulate, and/or operate phones, keyboard, and mouse and office equipment per job regularly.
• Talking/ Hearing: Effectively listens to, converses and communicates with, and expresses oneself to internal and external customers and others as required per job, in person and on the telephone regularly.
• Seeing: Prolonged close-up and/or distance viewing of computer monitors and documents. Views and understands documents and spreadsheets. Views and understands SOPs and engineering drawings. Identifies, determines, recognizes, computes, estimates, observes, and assesses information and documents online or in hard-copy form regularly.
• Other Demands: Plans, performs, makes decisions, detects problems and measures outcomes for multiple tasks and projects under urgent and/or conflicting deadlines regularly. May sit for prolonged periods of time regularly.
• Working Conditions: Exposure to RF devices, chemicals or solvents or high noise levels intermittently. Uses computer monitor, keyboard and/or mouse, telephone/headset, and other office equipment for prolonged periods regularly. Wears PPEs per job description and/or tasks regularly.