Customer Service Representative

Under the direction of the Customer Service Manager, the Customer Service Representative is engaged in handling orders, telephone and other inquiries from customers. Complies with customer service policies and procedures to ensure consistent customer service and satisfaction to our medical customers. Recommends corrective action, maintains records regarding customer requests, and determines work procedures / schedules to expedite workflow. Provides support within the plant to coordinate information between divisions, as well as supporting salespeople on key customer accounts.

Duties and Responsibilities:

• Maintains overall service continuity between customer service, sales, engineering and operational personnel to ensure that customer service levels are maintained.
• Responsible for handling every aspect of a customer's purchase order, including, but not limited to, the timely verification of data and accurate entry of order information into the order entry systems.
• Ensures timely and accurate order entry and fulfillment.
• Processes daily invoicing for customer shipments.
• Interfaces with customers' EDI systems and portals.
• Coordinates with Shipping to ensure accurate delivery and complete shipments.
• Works with purchasing and production personnel as required to define delivery dates, communicate delivery commitment to customers, and follow-up with written order acknowledgements.
• Serves as customer advocate to the plant, driving improvements in service levels as needed.
• Acts as a point of contact for the sales team to identify, investigate and clarify problems and determine quick and effective resolutions or escalations as necessary.
• Handles Return Merchandise Authorization (RMA)'s and credits through the accurate and timely entry of data into the Customer Relationship Management (CRM) data base.
• Monitor and report out on the metric for on-time delivery and order fulfillment. Ensures continued improvement of service levels and recommends corrective actions as needed.
• Serves as the primary point of contact for customers regarding existing business, as assigned.
• Supports continuous improvement efforts as required.
• Manages special projects as assigned by manager.
• Remains accountable for all commitments made.
• Confirms quotes through data base with customers.
• Responsible for communicating customer specifications sent for drawing revision changes to engineering.
• Performs all other duties as assigned or needed.

• High school diploma.
• One-year customer service or sales experience, preferred.
• Works well with others in a cross functional team.
• Excellent written and verbal communication skills required, including the ability to diffuse an inflamed situation and inspire a sense of calmness.
• Exceptional organizational and timeline management skills required.
• Ability to leverage relationships and knowledge to resolve service issues.
• Works well in a fast-paced environment and demonstrates a sense of urgency.
• Microsoft Office application skills (Outlook, Excel, Word etc.).
• Ability to use an ERP system (EPICOR).
• Detail oriented and accurate.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.

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