Customer Care Specialist

CUSTOMER CARE SPECIALIST

Drawing on 50 years of experience, Lumibird designs, manufactures, and distributes laser solutions for scientific, industrial, and medical use from its various sites in the USA and abroad (France, Italy, Slovenia, Sweden, Australia, etc.). Distinguished by its expertise, numerous patents, steady growth, and a workforce spanning roles from production operators to research scientists, the Lumibird Group currently employs over 1,000 people worldwide. Firmly committed to sustainable development, the Lumibird Group contributes to the ecological and social transition by implementing an ambitious CSR policy.

To support our expanding operations, we are currently seeking candidates for our Bozeman, Montana site.

JOB SUMMARY:

As a key player of Lumibird’s PHOTONICS business unit in the USA, the ideal candidate will be responsible for supporting the business in multiple technology projects and new product development. The incumbent will be expected to contribute to all aspects of Sales Administration and Customer Care within the company, including order entry, order verification and acknowledgement, customer follow-ups, customer invoicing, and the associated scheduling of such activities.

SUPERVISORY RESPONSIBILITIES:

• There are no supervisory duties for this position.

DUTIES/RESPONSIBILITIES:

• Oversee the daily logistics functions and interface with both internal/external customers of Lumibird Inc

• Accurately review, acknowledge, record, monitor and revise (as necessary) all contracts, sales orders, purchase orders, and other order entries from customers, distributors and other Lumibird entities

• Maintain customer files and assist with customer service as needed, addressing any customer issues

• Check customer’s terms of payment and credit lines, notifying the sales and management as necessary

• Updating customer databases with all pertinent information, including tax ID, contacts, payment details

• Following and making sure of the right application of the group transfer price policy

• Issuing internal purchase orders to various plants as required (back-to-backs & anticipations)

• Track order progress and inform customers of any delays (by coordinating with production department)

• Issue delivery notes as necessary within the ERP tool

• Ensure the ERP (X3) includes all relevant commercial documents for traceability

• Perform front and back office administrative functions, including (but not limited to) addressing telephone calls, e-mail messages and walk-in traffic, in a professional manner, sign for, pick-up and distribute mail, coordinating meetings, conferences and tradeshows, and visitor badging

• Damaged test orders, orders and invoicing

• Provide regular (weekly) reports to Sales Administration Manager and Director of Operations on order status, acknowledgement status, anticipation, delays, etc.

• Provide recommendations, and implement process changes as necessary, to improve efficiency in all sales administration areas including quotations, order entry, acknowledgement, and invoicing

• Support the entering orders in X3 in compliance with Sales Force procedures

• Support accounting department in the timely and accurate execution of supplier payments of invoicing as needed

• Manage the clearance importation from outside USA

• Support other Lumibird sites in performing sales administration duties when necessary

• Participate in occasional international travel

• Other duties as assigned

REQUIRED SKILLS/ABILITIES:

• Demonstrated and documented success at managing and executing projects on-time and on-budget

• Ability to work independently, and ability to handle conflicting priorities in a multitask environment

• Highly proficient in all MS Office applications

• Experienced in interfacing with customers, sales staff, engineers, and managers in a team environment

• Highly organized, with an ability to efficiently handle multiple tasks simultaneously

• Excellent judgment, organizational, analytical and problem-solving skills

• Strong verbal, and written, communication skills

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in Project Management, Business or Sales Administration

• 3+ years of experience in Manufacturing, Purchasing, and/or Supply Management

• Experience in the roll-out of Manufacturing / Enterprise Resource Planning tools in large organizations

• Experience in import-export processes, customs knowledge

PHYSICAL REQUIREMENTS

• Must be capable of sitting and working in front of a computer for long periods of time.

• Must be able to lift up to 35lbs.

Lumibird Photonics USA Inc. is an Equal Opportunity Employer

We consider applicants for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, gender, marital status, veteran status, disability, sexual orientation and any other legally protected status.

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