at Maine Machine Products Company in South Paris, Maine, United States
Job Description
Customer-Focused Specialist
Precinmac is a leading diversified manufacturer of high-tolerance precision machined components and assemblies. The Precinmac brand represents seven independently owned companies in the United States and Canada. We focus on continuous improvement, on-time delivery, and the highest possible quality and consistency.
Working in conjunction with the Director of Customer Service the Customer-Focused Specialist is responsible for being the direct point of contact for respective customers via telecon and email. They are responsible for maintaining the response time and acknowledgements for customer requests to be relayed back to the customer within a 2-hour window. The person in this position must be cognizant of open orders, statuses, sale volumes, pertinent contact information, and will be able to intelligently respond to customer needs with assistance from other departments within the company.
Responsibilities:
Attend/facilitate daily Customer Focus meeting
Retrieve, acknowledge, and maintain orders via customer portals
Communicate relevant customer activities to the Director of Customer Service
Enter/review/manage customer PO's, establish sales orders in MMPCo ERP system, and be able to identify discrepancies
Ensure timely and accurate responses/inquiries to customers both external and internal
Expedite orders when needed
Attend/facilitate/prepare respective customer conference or and Microsoft Teams meetings
Monitor inventory of customer supplied material
Handle RMA procedures
Support MMPCo's external Sales Team
Serve as back up to Customer Service Specialist and Quote Facilitator
Able to develop knowledge base of customers and parts
Support New Product Introductions
Support Hoppe, Major Tool, Viper Northwest, and Shields Manufacturing as required or requested
Attend and facilitate respective customer on site visits
Retrieving RFQ's from customer portals, establish opportunities and estimates, new customer set-up (back up to the SM-Med Quote Coordinator)
Back up to the SM-Med Quote Coordinator for daily internal quote review meeting and intercompany quote review meeting
Engage collaboration with Engineering Dept and Sales for quote activities and follow through
Collaborate with Shields, Viper, and Major Tool estimating teams for intercompany quote activities and follow through if required
Maintain Quote Tracker and distribute metrics as back up to Quote Coordinator
Report win/loss rate and relevant details of quote loss/no quotes (to be developed)
Support Director Customer Service President/CEO as requested
Distribute Customer survey/compile results
Other as duties as needed
Qualifications:
Prior customer focus/service experience, preferred
Proven ability to demonstrate leadership skills
Have strong multi-tasking capabilities, and the ability to stay highly organized with a focus on the details
The ability to communicate clear, accurate information, to both external and internal customers
Display self-control, constant professionalism, and the ability to handle stress and stressful situations with confidence and integrity
Precinmac is committed to maintaining a work environment free from discrimination based on race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information, or disability, as defined and required by state and federal laws. Additionally, we prohibit retaliation against individuals who oppose such discrimination and harassment or who participate in an equal opportunity investigation.
Precinmac is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
