Equipment Support Specialist 18-013
|Benefits:||Excellent benefits from day one!|
|Employment Type:||Full Time|
|Department:||910 - Product Productions & Distribution|
Responsible for planning, organizing, scheduling and tracking customer return orders from entry to shipment in accordance with established procedures. In addition, will also monitor customer service levels and CMA inventory of products by establishing and utilizing reports as well as working with product managers regarding sales forecasts.
Perform all customer-facing tasks for production lines including the order entry, tracking, and follow thru to assure customer satisfaction of Subscriber Equipment Products. Supporting critical functions requiring extensive or specialized knowledge and experience. Assist in the establishment of Customer facing policies and procedures.
Order Entry- Monitors and enters CMA returns orders into systems. Works with SP to expand the use of the customer portal thru CRM.
Reporting/Tracking – Publishes monthly reports to support department needs. Analyzes historical data for trends and implementation of correction actions.
Inventory Maintenance- Monitors on hand balances and works with the factory to assure adequate CMA inventory is available. Forecasts and longs terms needs by analyzing historical return rates by product.
Improve Productivity – Seeks and recommends ways to improve methods and procedures to increase departmental and site productivity. This position requires accuracy on multi-tasks and interaction with all departments at an acceptable level of productivity.
Total Quality Tools – Understands and applies concepts and tools of total quality in the day-to-day performance of the job including the use of problem solving tools.
Communication – Coordinates and supports communication flow between customer service, purchasing, production, stockroom, and the materials organization to assure for no customer impact effective communication and processes. Works cooperatively with other groups as needed to resolve issues and support daily activities.
Supplier Maintenance Support – Supports material returns to the supplier through the Non-Conformance Process.
Metric Reporting - Supports and maintains all assigned metric reporting both internally and to corporate organizations as it pertains to materials support and performance measures.
Project Support – Participates and supports project initiatives aimed at supporting inter departmental goals as well as operational goals. Including the expanded use of CRM thru our partners and internal departments.
- Advanced degree in Business and or related experiences in the customer’s service field.
- 2-3 Years of Customer Service Support role
- APICS or related certification a plus
- Strong written and verbal presentation skills
- Familiar with the Supply Chain activates from front end to back end concerning the areas of customer support.
- High degree of creativity, flexibility, and resourcefulness
- Possess and apply a broad knowledge of Supply Management principles, practices, and procedures
- CRM Experience/background. Implementation and use.
Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.
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