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Customer Service Assistant
Ref No.: 18-16064
Location: Lakewood, New Jersey
NITTO, INC.

JOB DESCRIPTION


JOB TITLE: Customer Service Assistant


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GENERAL SUMMARY:

Under general direction, performs a broad range of administrative duties in the Sales Support Group, primarily in the processing of Price Quotations and customer Purchase Orders. ensure accurate and complete order management.


ESSENTIAL DUTIES & RESPONSIBILITIES:
  1. Processes and audits customer purchase orders promptly and accurately, and follows up on order status.
  1. Updates and maintains business system records such as the Customer Master, Price Adjustment, Salesforce Contacts, CPQ, etc.
  1. Handles administrative details related to order management including data entry and filing.
  1. Supports sales personnel in preparation of price quotations. Maintains files for quotations and supporting documents.
  1. Provides timely feedback on issues related to business systems and internal processes. Recommends logical solutions through research and communication. Participates in testing of new systems or processes.
  1. Provides Back-up within SSG as assigned.
  1. Coordinates special projects as assigned.



EDUCATION & EXPERIENCE NEEDED:

Associate's degree from a college or university preferred. Three or more years of order administration using advanced ERP and CRM systems.


QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


COMPETENCY:

To perform the job effectively, an individual should demonstrate the following competencies:

InterpersonalMust be able to focus on solving conflict; not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; and, remain open to others' ideas and try new things.

Communication – Must be able to speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings; write clearly and informatively; vary writing style to meet needs; and, read and interpret written information.

Quality Management - Must be able to demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to performance; and, monitor own work to ensure quality

Business Acumen – Must understand business implications of decisions; display orientation to profitability; demonstrate knowledge in area of expertise; and, align work with strategic goals.

Diversity – Must be able to show respect and sensitivity for cultural differences; educate others on the value of diversity; and, promote a harassment-free environment.

Ethics – Must be able to treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; and, uphold organizational goals and values.

Judgment – Must be able to display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision making process; and, make timely decisions.

Motivation – Must be able to set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; and, take calculated risks to accomplish goals.

Dependability – Must be able to follows instruction, respond to management direction; takes responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan..

Customer Service – Must be able to manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; and, meet commitments.

Professionalism – Must be able to approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; and, follow through on commitments.

Adaptability – Must be able to adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; and, deal with frequent changes, delays or unexpected events.

Initiative – Must be able to volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and take advantage of opportunities; and, ask for and offer help when needed.

Innovation – Must be able to display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; and present ideas and information that gets others' attention.

LANGUAGE SKILLS:

Ability to read and interpret documents such as purchase orders, contracts, invoices, release schedules and inventory status schedules. Ability to write business correspondence and reports. Ability to speak effectively, present information and respond to questions. Ability to work in a multi-cultural environment where English may be a second language. Bilingual English – Japanese a plus.


MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in various forms and deal with several abstract and concrete variables. Ability to resolve most questions and problems and refer more complex issues to higher levels.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel or crouch.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include depth perception and the ability to adjust focus.

The noise level in the work environment is usually moderate.


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OTHER SKILLS & ABILITIES:

1. Requires proficiency with several types of operational office equipment including
personal computer, facsimile machine, copy machine, and calculator.

2. Requires proficiency in Windows environment including; word processing, spreadsheet,
database management, electronic mail and presentation software.

3. Ability to adapt to a computerized business system (JDE).
  1. Ability to prioritize and handle multiple tasks simultaneously. Ability to work under time
constraints.
  1. Strong organizational skills, detail oriented.

6. Strong interpersonal skills. Employee is required to maintain a friendly, cooperative,
stable demeanor.
  1. Ability to exhibit international perspective with sensitivity for cultural and language differences.

8. Ability to work with a wide variety of sensitive information. Contacts with customers and
potential customers require tact and discretion.

9. Ability to perform duties and tasks that are varied and moderately complex.

10. Ability to adapt procedures, techniques, tools materials and/or equipment to meet special
needs.

11. Ability to rely on experience and good judgment to plan and accomplish assigned goals.

12. Ability to travel to customer locations and affiliated companies.

13. Ability to work under general supervision.






The above statements are intended to describe the general nature and level of work being performed by the person or persons assigned to this position. They are not intended to be a complete and exhaustive list of all responsibilities, duties and skills required.

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