Analogic

  • Customer Care Coordinator

    Job Locations US-MA-Peabody
    Job Post Information* : Posted Date 2 months ago(10/12/2018 10:28 AM)
    ID
    2018-1580
    # of Openings
    1
    Category
    Order Management
    Type
    Temporary Part-Time
  • Overview

    COMPANY OVERVIEW:

     

    Analogic provides leading-edge healthcare and security technology solutions to advance the practice of medicine and save lives. We are recognized around the world for advanced imaging systems and technology that enable computed tomography (CT), ultrasound, digital mammography, and magnetic resonance imaging (MRI), as well as automated threat detection for aviation security. For over 40 years we’ve enabled customers to thrive, improving the health and ensuring the safety of people around the world. Analogic is headquartered north of Boston in Peabody, Massachusetts.

     

    POSITION SUMMARY:

     

    The Customer Service Representative is the Analogic interface for order management for standard customers.  Customers may include internal and external customers.  High-level responsibilities include:

     

    Order Management:

    • Receives, processes and facilitates customer contracts, sales orders, and change requests.
    • Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales/BD/Finance in the case of new business terms.
    • Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.

     

    Sales Operations Support:

    • Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.

     

    Customer Relations

    • Ensure a smooth and efficient customer interaction resulting in a positive customer experience.
    • Proactive communication to ensure alignment on expectations between customer and Analogic.
    • Coordinating, escalating, and expediting order activity as necessary.

    Responsibilities

    Management of orders including but not limited to new product, spares, repairs, and engineering:

    • Enter customer sales orders, change orders, debits, credits, RMA etc. with accuracy, completeness and adherence to policies and procedures. Update and maintain ERP system; may also work in customer owned databases.
    • Monitors deliveries, order-related down payment, and customer credit holds, escalating to the appropriate internal stakeholders to resolve. May support Accounts Receivable in communication regarding customer overdue payments.
    • Interfaces with internal departments to manage pricing, availability and logistics of orders and repairs, and drive teams to optimize on-time deliveries.

     

    Sales Operations support

    • Proactive customer communication for products, service, and repairs.
    • Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
    • Supports maintenance of customer master files, customer-related pricing, and contract documentation.
    • May handle inquiries (quotes) for standard products and services.

     

    Customer Interface

    • Provide world class service to Analogic external international and domestic customers by providing timely, accurate, and proactive communication through various communication methods including face to face, phone, and e-mail.
      • Order receipt acknowledgment, sales order confirmation, and shipment notifications
      • Status updates and changes
    • Proficient in ERP(SAP) and CRM tools to drive efficient and effective order process and communication with customers.
    • Occasional travel to customer sites or overtime to support business process may be required.
    • May include supporting international shipments including but not limited working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
    • Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable.

    Qualifications

    • Minimum of 2 years of experience including direct customer contact
    • Previous SAP and CRM experience strongly preferred

     

    EDUCATION:

     

    • Associates Degree or equivalent.

     

    CERTIFICATION:

     

    • N/A

     

    COMPETENCIES:

     

    • Excellent computer skills; proficiency in MS Office including Word, Excel, Access and Outlook.
    • Exceptional verbal and written communication skills.
    • Ability to multi-task and attention to detail.
    • Experience with ERP systems (SAP preferred)
    • Ability to maintain calm demeanor when confronted with customer demands
    • Desire to integrate with the operational elements to deliver the best overall business practice
    • Ability to work in a team environment, effectively interacting with others
    • Strong customer-service orientation.
    • Excellent listening and interpersonal skills.
    • Excellent written and oral communication skills.

    Physical Effort

    Office work.  No lifting or physical effort required.

    Mental Demands

    Ability to maintain calm demeanor when confronted with customer demands

    Supervises Others

    N/A

    Supervision Received

    Daily oversight

    Budget Responsibility

    N/A

    Working Conditions

    ·         Occasional evening and weekend work to meet deadlines.

    ·         Sitting for extended periods of time.

    Work Environment

    Office environment

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