Overview

Eberhard is a leader in the design and manufacturing of engineered access and security solutions. Our mission is to relentlessly focus on our key markets to create valued solutions while delivering an exceptional business experience for our partners. We drive operational excellence into our processes and capabilities while continuously creating growth for our employees, partners, and shareholders. We drive growth by solving our customer’s design challenges through engineering, manufacturing, and adaptive technologies. Eberhard operates from five strategic locations in the USA, Canada, China, and Taiwan. Eberhard is a division of The Eastern Company. (Nasdaq Stock ticker: EML).

Role Description:

A Customer Service Representative (CSR) is one of the first points of contacts for customers when they contact Eberhard. A CSR is responsible for providing information to and from the customer that affects orders, shipments, buffers, etc. A CSR must help maintain current customers but also help to attract new ones by providing technical information, pricing, delivery information, technical information, etc. A CSR will help support Market Managers with the ultimate goal being to provide top service to our customers within our procedures.

Core Responsibilities:

• Provide detailed, accurate and personal attention to assigned territory/accounts.
• Work closely with Market Managers and customers keeping both updated on order status, potential problem areas, and providing general assistance when and where necessary within established guidelines. 
• Advise customers of applicable price updates via quotes, phone, e-mail, etc.
• Provide samples/drawings and all follow-up procedures when needed with customers. 
• Attend required meetings (suchas EN, APQP, CAR, Customer meetings) and update department personnel accordingly.
• Quote follow-up with customers. 
• Pro-active follow-up on web leads as needed.
• Light mandatory travel/customer visitations or trade shows as needed.
• Have thorough knowledge of and assist with product applications by understanding stock availability and expected delivery times.
• Provide technical support. 
• Sending order acknowledgements as needed. 
• Answering/responding in a timely manner to all customer phone calls and e-mails.
• Assist with questions related to customer concerns, i.e. shipments and shipping related issues. 
• Review incoming orders for accuracy, i.e. part numbers and pricing.
• Order entry both from established customers and credit card/website customers.
• Set-up returns/credits with RMA process.
• Expedite requests directly from customers with proper Eberhard departments. 
• Coordinate changes to orders with proper departments. 
• Follow-up on orders and manufacturing commitments with Market Managers.
• Work with Engineering Department and Market Managers on products through the Product Proposal process.  (Prepare and Process as needed)
• Formal and informal quoting based on established tools (Price lists, E-cards, etc.) and by working with Technical and      Marketing Manager as needed. 
• Prepare and process Product Proposals with and without help from Market Managers.
• Assist with product applications.
• Support Market Managers with work flow as needed. (Portals, Websites, Orders, Buffers, Shipments, Samples, etc.)
• Utilize organizational and time management skills to maintain the highest level of customer service possible.
• Process customer complaints.
• Work closely with Production Control and Shipping department to meet customer requirements and expectations within established guidelines. (Expedites and Standard Orders)
• Process ASN’s and EDI orders per customer requests. 
• Walking through plant area for meetings, picking up samples, etc.

Primary Skill Requirements: 

• Strong customer service skill set that assures efficient and courteous service.
• Strong organizational, analytical, and problem solving skills with high attention to detail
• Ability to identify and resolve problems and determine how to best service the customer.
• Self-motivated with a positive attitude.
• Ability to work effectively and remain calm under pressure while remaining flexible to change.
• Ability to work without supervision to achieve goals.
• Ability to multi-task while constantly re-prioritizing requirements.
• Strong willingness to assist and cooperate with co-workers to achieve end result by “going the extra mile”
• Proactive selling techniques and customer service to obtain additional business. 
• Follow through on projects and  problem resolution.
• Know and understand status of each project based on your customer base.
• Data entry ability and computer knowledge.      
• Ability to understand procedures outside the department.
• Ability to work closely with other departments.
• Ability to work in a fast past environment. 
• Ability to “Own” your customer/s and not rely on others to support or service them.

Minimum Experience, Skills and Qualifications:

• Customer service background –  minimum of 2 years (manufacturing environment preferred)
• 2-year business degree a plus
• Excellent communication skills (written and verbal) with internal and external customers at all levels of the organization providing courteous, timely  and accurate information.
• Ability to handle multiple tasks and to prioritize situations requiring urgent attention is critical. Strong time management and organization skills are required.
• Demonstrated competencies in computer software -- MS Office (Outlook, Word & Excel,  and Visual). Previous Visual experience a plus.