Customer Service Representative – Order Fulfillment Specialist

Description

 The Gund Company has an immediate opening for a full-time CSR - Order Fulfillment Specialist to join our team!

About The Gund Company

The Gund Company, a leader in engineered material solutions, specializes in customized electrical insulation products. With 16 global facilities, we pride ourselves on delivering high-quality products and excellent customer service. We are currently seeking a CSR - Order Fulfillment Specialist to join our team.

Job Summary

Manage the Order Fulfillment Process to ensure the complete satisfaction of the customer’s requirements.

Experienced customer service role that handles the order fulfilment process from quoting through delivery. Support the customer with technical and complex service questions. Typical customer questions are focused on account status, quote requests, order status, technical product application, service information, pricing, and lead time. Works closely with Engineering, Quality, and Management team resources to resolve any service, warranty or technical problems. May provide work direction to others.

Work assignments require deep discipline-specific knowledge and/or experience. Work activities involve regular communication with individuals both internal and external to the company. With limited oversight, this individual will document and administer processes and lead interdisciplinary teams in process improvement initiatives.

Summary of Essential Job Functions:

• Manage/oversee multiple customer accounts to ensure expectations are exceeded while delivering a quality experience to the customer.
• Build relationships with TGC’s customer base to fully understand the customer’s requirements, communicate them to our production team, and determine our opportunities to earn additional business.
• Follow up on job cost performance by participating in the Gross Profit Review process.
• Demonstrate technical materials and application knowledge to offer solution options to customers including cost reduction options, value added service options, lead-time improvements, and related ideas to improve customer service.
• Use the company’s Customer Relationship Management (CRM) software to document customer interactions, requirements, and communications.  
• Navigate through ERP-CRM software and database systems to enter quotes and customer orders as well as maintain and update software with customer notations.
• Provide quotes and order acknowledgements within 24 hours of request and PO. Follow up on quote status and drive home the order.
• Leverage the estimating function to focus on best practice production methods to minimize cost and provide competitive pricing to customer. Coordination with the sales team may be necessary in determining the optimal margin based on market conditions.
• Manage customer inventory requirement through use of Purchase Requisition Process
• Assist with RMA’s and NCM’s regarding customer complaints.

Requirements

Qualifications & Competencies:

• An intellectual curiosity and engineering interest in technical subject matter is desired.
• Experience with a job shop, machining, and manufacturing environment a plus.
• Requires an associate or bachelor’s degree with 3+ years of experience, or equivalent.
• A minimum of three to five (3-5) years of related experience.
• Demonstrated ability to take a process from concept to implementation.
• Demonstrated ability to lead multi-disciplinary project/process improvement projects.

Physical Demands:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers; talk and hear. 

Work Environment:

The work environment is typical of most office environments; occasionally, the position will be required to be on the manufacturing floor. The noise level in the work environment is usually quiet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Why Join Us?

Our employees have a vested interest in our Company’s success. The Gund Company is 30% employee-owned through our ESOP (Employee Stock Ownership Plan). Shares are awarded each year based on a calculation that takes into consideration our Company’s financial profitability, employee tenure, and earnings. There is no out-of-pocket investment required!

In addition, our employees enjoy:

• A safe and healthy work environment
• Competitive wages
• Comprehensive, cost-effective employee benefits: Health, Dental, Vision, Life, and Disability
• 401(k) retirement savings program with a 50% employer match up to 6% of contributions
• Regular employee feedback through our IDP (Individual Development Plan)
• According to the Gallup Q12 employee survey method, The Gund Company is ranked “world-class” regarding employee engagement. Please review our current career opportunities and consider applying today! We are always accepting applications for new talent to join our organization.

EEO Statement: It is the policy of The Gund Company to recruit, hire, train, and promote employees without discriminating based on race, gender, age, religion, national origin, veteran status, sexual preference, or disability.