Rochester Sensors, LLC is looking for a Full Time Senior Customer Service Representative to join the team in Dallas, TX!

Headquarters will be relocating to Coppell, TX.

JOB SUMMARY

Performs customer service to the general customer population and assigned key accounts. Mentoring customer service team as a leader with guidance and training with departmental procedures as needed. Responsible for building and maintaining good working relationships with customer base. Providing support to customers for all aspects of an order from order to cash. Serving as the point of contact to customer for issues related with design, application and operation and maintenance of products.

YOU HAVE

• Five plus years of experience in a customer service, manufacturing/OEM environment preferred
• High School Diploma/GED or equivalent, Bachelor’s degree in Business or related field preferred
• Ability to Maintain a positive, empathetic and professional attitude towards customers at all times
• Ability to stay calm when customers are stressed, upset or demanding
• Ability to work as a leader of the team and be accountable for work
• Ability to perform job duties with minimum guidance
• Organized, and ability to multitask in a fast-paced environment, and act with sense of urgency when required
• Flexibility and agile approach to change both positive and negative
• Proficiency with Microsoft Office. (Word, Excel, Outlook, PowerPoint), experience with ERP Microsoft products and specifically with D-365 a major plus.

WE PROVIDE

• Paid Time Off and 9 Paid Holidays.
• Medical, Dental and Vision offered after 60 days.
• Virtual doctor visits 24/7 via web, phone or mobile app.
• Life, AD&D, short/long term disability, Accident & Critical Illness coverage.
• Travel Assistance, Emergency Cash and Legal Assistance program.
• Employee Assistance Program, Online Will Preparation and Counseling services.
• Wellness program with apparel, jewelry, electronics, and music rewards.
• 401K Retirement program with company match after 30 days.
• Tuition and Professional Certification Reimbursement program.

RESPONSIBILITIES

• New Customer Set up and maintain existing customer master for accuracy
• Order processing timely and accurately in accordance with Rochester policies and procedures
• Order Maintenance, Changes, Verification, Expedites, Forecast, tracking and reschedules following Rochester policies and procedures
• Tracking orders throughout the D365 system for status
• Initiate and complete as needed the RMA and Non-Conformance for Customer returns
• Maintain Customer Portals and EDI as required
• Assist in resolution and communication with customer for account credit management issues (Credit Hold, Cash in Advance, Past dues, etc.)
• Courteous and Professional in all communications to the customer and sales team, including proper email etiquette, instill & maintain a sense of urgency to always satisfy the customers
• Ability to answer basic questions from a technical perspective for product offerings based on product training and knowledge
• Build and Maintain relationships with customers, escalate issues where needed, understand each customer’s needs and what products they purchase from Rochester
• Quote creation for standard construction pricing, assisting with Trade agreements as needed
• Ability to meet and communicate effectively with cross functional team members when required
• Create and Track ECOs as needed based on new part design request from Customers
• Understand & follow all ISO standards, know where they are maintained, make suggestions on improvements to the procedure where possible
• Mentoring customer service team and training when required on customer service processes according to ISO standards
• Lead special project initiatives as assigned
• Performs other duties as assigned or as judgment or necessity dictates.
• Help the CS manager drive and support all KPI’s (key performance indicator) initiatives, used to track performance and / or to generate productivity enhancements
• Provide timely feedback to your manager & management for system related issues or concerns. Be proactive on suggesting productivity enhancements; Always be thinking,.. how we can better service our customers