Customer Service Representative

Job Summary

Responsible for ensuring industry leading service to accounts and customers assigned. Including, but not limited to coordinating recurring status OOR calls, scorecard management and customer performance presentations.

Essential Functions Include

• Work closely with the marketing team to evaluate demand forecasts and manage minimum-maximum and vendor-managed inventory programs
• Coordinate Long-Term Agreements (LTAs) for key customers, distributors, and programs while reviewing and assessing the fairness, profitability, and viability of these contracts
• Manage key accounts to ensure on-time delivery and provide after-sales support
• Serve as the primary escalation point for customer service issues related to existing contracts and LTAs
• Collaborate with the Quality and Operations teams to address and resolve customer concerns
• Support extraordinary expedite requests and delivery resolutions for overdue orders
• Lead customer Rate Readiness and on-site audits
• Monitor and publish key customer metrics
• Manage customer portals, including handling requests for quotes, order entry, and RMA management
• Enter purchase orders, quotes, and RMAs for key customers while monitoring and maintaining customer scorecards
• Serve as a leader for the Customer Service team
• Assist the Customer Service Manager with special projects and in revising policies and procedures
• Resolve complex and unusual requests that may require customized responses and communication solutions
• Lead new hire onboarding and training
• Maintain training documents to ensure relevance and accuracy
• Perform additional duties and responsibilities as assigned by the manager
  
  

Required Skills/Qualifications

• Self-motivated with a positive attitude and strong work ethic
• Willingness to take on extra responsibility
• Ability to work effectively and collaboratively across all levels of the organization
• Exceptional organization skills with strong attention to detail
• Excellent time management, sense of urgency, and follow-through skills
• Effective interpersonal, written, and verbal communication skills
• Proficiency in Microsoft Office applications
• Ability to multi-task and manage competing priorities in a fast paced, high pressure, results-oriented environment
  
  

Years' Experience

• 3+ years
  
  

Required Education

• Associate's degree, or equivalent work experience.
  
  

A Little Bit About Us

Amphenol Pcd, a subsidiary of Amphenol Corporation, is one of the world's leading suppliers of interconnect products for Military, Commercial Aerospace and Industrial applications. Located north of Boston in Beverly, Massachusetts, we design and manufacture a wide range of products - System Attachments, Junction Modules, Relay Sockets, Terminal Blocks, Rectangular & Circular Connectors, and Cable Assemblies & Adapters. With facilities in North America and Asia, Amphenol Pcd products are chosen by hundreds of OEMs around the world reliant on Amphenol's technical excellence, global network of distributors, and cost-effective solutions for custom systems.

Due to the nature of our business, the candidate must be able to legally work in the United States; we are unable to provide sponsorship. Position requires candidate to be a U.S. person as defined in ITAR, 22 CFR 120.15 (U.S. Citizenship or Resident Alien Status) and defined by 8 U.S.C. 1101(a) (20).

Amphenol Pcd is a proud Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

This organization participates in E-Verify.