At Analogic, we work together to create life-changing technology. We value your unique skills and abilities and invite you to join our team in saving lives by supplying transportation security professionals with leading-edge aviation security screening equipment. We offer great benefits, diverse and passionate team, work-life balance and continuous career advancement.  
 
Job 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. 



- 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.






Duties:
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 including 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.




Analogic Interface:


- Provide world class service to Analogic external international and domestic customers face to face, via phone and e-mail by providing timely, accurate and proactive communication.

- Order receipt acknowledgment, sales order confirmation, and shipment notifications

- Status updates and changes





- Be proficient in ERP and CRM tools to drive efficient and effective order process and communication with customers.

- 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.




Education and Experience:


- Associates Degree or equivalent with at least 5 years of experience including direct customer contact. 

- 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. 

- Proficiency in SAP is required.




BENEFITS:

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401k with company match vested immediately.


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HSA/HRA company contribution


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9/80 schedule: every other Friday off!


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8 weeks paid parental leave.


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Healthcare for now and healthcare as your family and health change


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On-site Gym facility


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Continuous Education Pathways


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Free Parking


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Breakfast & Lunch Café on site


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You will be joining a passionate, driven, and diverse global team!



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