Customer Support Assistant

C&D Technologies, Inc. is a publicly held, global, high-tech manufacturer that produces and markets systems for the power conversion and storage of electrical power, including industrial batteries and electronics. We currently have an opening in our Power Electronics Division for a Customer Support Assistant based in Mansfield, MA.

Entry level during which an employee receives both functional and organizational training under close supervision. Incumbents carry out assignments within well-defined practices, procedures and policies. Works independently on details of assignments, and has limited decision-making authority; most decisions are made or guided by the immediate supervisor. Decisions/actions may have an impact on the department's/division’s goals. Works under close Supervision and requires direction on how assignments are to be executed; begins to put forward ideas on how work assignments are completed. Establishes cooperative relationships to work effectively with colleagues; supports others and participates as a team member, and takes responsibility for own work commitments. Interacts directly with immediate supervisor, co-workers and team members; engages in routine exchanges of information; interactions with external contacts, if applicable, would be monitored.

Performs tasks such as, but not limited to, the following:

Key support role for Customer Program Manager. Participates as a member of a customer focus team and acts as an interface between customers and the team. Receives reviews and monitors status of customer orders. Works with internal and external customers to identify and resolve issues that may affect the on-time delivery of the product(s). Communicates customer requirements and issues in production meetings. Researches issues such as material, forecast, EDI transmission, and production problems and coordinates resolution with department managers, process owners or the customer. Maintains issues, complaints and corrective action requests for reporting purposes. Enters data into database ensuring root cause is reached and issue is closed. Troubleshoots return issues. Develops, maintains and generates all necessary performance reports and measurements for dissemination to Customer Program Manager and internal staff. Tracks and resolves all issues and discrepancies pertaining to the creation of monthly management reports. Prepares, analyzes and distributes reports which may include open order status, placements, on time delivery, return metrics, inventory and buffer stock status, order turn time, yields, forecasting accuracy, order coverage, shipments, product quality, and reports for special customer requests. Assists more experienced team members in the preparation of new product, qualification and service quotes. Tracks project and billing and communicates status to team and customer.

Knowledge/Skills/Competencies:

~Knowledge of the manufacturing process, schedules and scheduling requirements, and logistics.
~Knowledge of the business issues associated with manufacturing.
~Knowledge of customer contracts and terms.
~Excellent customer contact, negotiation and problem resolution skills.
~Good presentation, database management and computer skills.
~Knowledge of computer applications and the ability to accurately perform tasks in some or all of the following applications: Access, Excel, Word and PowerPoint.
~Ability to enter detailed data from source documents into various databases with speed and a high degree of accuracy.
~Ability to manage multiple, detailed projects to a successful end while working under tight time deadlines.
~Ability to communicate effectively, both verbally and in writing, with a wide variety of internal and external

Physical Demands:

~Duties of this position are performed in a normal office environment.
~Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
~Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
~Above demands are carried out within the local existing Health and Safety guidelines.

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.

C&D offers an excellent compensation and benefit package for this position including medical, dental, vision, Flexible Spending Program, Salary Continuance Programs and match contributions of 401K.

While we appreciate all resumes received, we will only respond to those applications that most clearly fit our needs.

EOE, M/F/D/V
REQUIREMENTS
Typical Experience:
Zero to Two years relevant experience


Typical Education:
Bachelor’s degree in related field, or consideration of an equivalent combination of education and experience.
Educational Requirements may vary by Geography