Haywood Vocational Opportunities Inc.
  • Waynesville, NC, USA
  • Hourly
  • Full Time

JOB TITLE:       Customer Service Representative

 

EMPLOYEE STATUS:    Non-exempt, hourly

 

PURPOSE:           Serve as the primary contact for both existing and potential customer communications providing internal continuity for sales & marketing, operations, quality, supply chain and finance departments.

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AREA OF PROGRAM RESPONSIBILITY:               Supply Chain

 

ESSENTIAL DUTIES:

  • Receive and enter production and sample orders into ERP system, working directly with production planning to deliver order confirmations and delivery dates to current and prospective customers. Ensure customer of an changes in delivery schedule.
  • Collaborate with HVO departments to record, analyze, and inform internal personnel of status and disposition/resolution of customer inquiries to include: complaints, billing questions, change orders, delivery performance, etc.
  • Serve as an internal liaison between internal resource and customer to help provide answers to technical questions such as product specification and performance, product materials, regulatory requirements and sterilization.
  • Assist in making follow-up contact with potential and existing customers by telephone and e-mail as directed by department management.
  • Assist with monthly reporting of on-time delivery, lead times for production and sample orders and other metrics as directed.

 

GENERAL DUTIES:

 

  • Attend training seminars and work related social functions when necessary.
  • Build and maintain customer relationships both internally and externally.
  • Understand and comply with all HVO safety requirements.
  • Comply with HVO's ISO 13485 standards.

 

CORE COMPETENCIES:

  • Applicable policies, procedures, and / or work instructions
  • Applicable contractual, regulatory, compliance, and / or licensing requirements
  • Applicable efficiency tools and / or techniques
  • Applicable customer service
  • Applicable local, state and / or federal labor laws
  • Applicable carry out workforce development plans
  • Applicable collaborative requirements with others on joint endeavors
  • Disciplined thinking that is clear, rational, and informed by evidence
  • Applicable security requirements
  • Applicable communication both oral and written
  • Applicable safety rules and / or regulations
  • Applicable computing hardware and / or software duties
  • Applicable support for workforce
  • Applicable quality systems and / or management best practices
  • Applicable manufacturing specifications and / or requirements
  • Collection, management, and / or proper interpretation of applicable business data for decision making
  • Applicable strategic planning requirements
  • Translate strategic vision into reality by making sound decisions, influencing, and / or inspiring others to perform well
  • Industry best practices for business partner selection, evaluation, and / or management to achieve business goals
  • Applicable sales and / or marketing of HVO goods and / or services

 

MINIMAL REQUIREMENTS/PERFORMANCE STANDARDS:

  • Ability to relate to persons with disabilities.
  • Ability to make decisions and work independently.
  • Strong interpersonal and communication skills.
  • Knowledge of FDA Standards for GMP and ISO standards as related to medical product manufacturing.
  • Demonstrated computer skills, including Microsoft Word, Excel and Access; must have the ability to accurately and efficiently enter data into HVO's accounting software.
  • Ability to make decisions and work independently.
  • Must possess a valid NC driver's license and be approved by HVO's automobile insurance carrier.

 

PHYSICAL REQUIREMENTS:    N/A

 

EDUCATION REQUIREMENTS:

1)    A minimum of an Associate's Degree from an accredited community college in a job related field or equivalent job experience in Customer Service or related field.

Haywood Vocational Opportunities Inc.
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