Senior Customer Service Representative

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• Process customer transactions accurately, including quotations, purchase orders, deliveries, returns, and related documentation.
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• Conduct Contract Reviews for all customer purchase orders in compliance with HFS procedures and policies.
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• Coordinate and manage large RFQ spreadsheets across multiple HFS sites in collaboration with Product Management.
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• Prepare competitive and profitable customer quotations aligned with company objectives.
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• Build and maintain strong, long-term customer relationships to ensure satisfaction and business growth.
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• Manage daily customer communications (email and phone), ensuring timely and professional responses.
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• Liaise closely with the Sales team and cross-functional departments including Product Management, Shipping, Planning, Engineering, Quality, and Credit.
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• Maintain accurate and organized customer files and documentation.
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• Coordinate goods delivery and provide shipping notifications to CSSR upon customer confirmation.
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• Support Accounts Receivable follow-up by reviewing A/R reports and contacting customers regarding payment status, including past-due invoices.
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• Update backlog data in the system in coordination with the CSSR team and manage shipping schedule changes with customers.
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• Maintain and update quotation tracking records.
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• Perform high-volume data entry with strong attention to detail.
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• Lead and guide the CSR team to ensure operational efficiency and service excellence.
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• Ensure compliance with company policies and procedures.
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• Proactively support initiatives to grow HFS business.
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• Undertake additional responsibilities as assigned by the Sales Manager.
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• Inside Sales/Customer Service experience required, preferably in a fasteners/manufacturing environment or forwarder background
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• Computerproficient,Excel,Outlook,MicrosoftWord,PowerPoint
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• ExtensiveexperiencewithWintrade/OracleandGCSsystemspreferred.
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• Stronginterpersonal&communicationskills,bothwritten&verbal.
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StrongProblemsolving&organizationalskills

Handleheavyworkloadefficientlyandsetprioritiesasneededtogetthejobdone