Customer Service Assistant

The role of the Customer Service Assistant is to act as liaison between the customer and AEM, in order to positively impact customer satisfaction by resolving customer issues and to ultimately increase sales. The Customer Service Assistant will interface with clients on a daily basis via voice and Email communications. Applicants should be familiar with operating a desktop PC to manage daily tasks.

The Customer Service Assistant will collaborate with other team members, including production, engineering, quality, purchasing and sales, to ensure that customers are satisfied with overall company services.

• Place calls to customers with orders in house, in order to maintain contact, give quotes and provide a status report on their order(s).
• Place calls to potential customers and customers not having orders placed at present time, in order to establish and/or maintain contact, provide information about AEM and encourage future business.
• Receive calls and Emails from customers and resolve their questions, concerns and/or issues.
• Ensure that quotes and time frames for new and in house orders have been coordinated with others interfacing with customers in order to convey consistent and accurate information.
• Prepare and run rush list in collaboration with all customer sources and report customer priorities to production.
• Assist AEM outside sales staff, as needed.
• Visit customers and/or potential customers, when deemed necessary by Senior Sales Management.
• Establish and maintain good working relationships with all internal and external customers.
• Timely and accurate documentation of all activities and interactions with customers.
• Prepare bi-monhly activity report for customers.
• Maintain status sheets for production and repair order customer reports.

Experience in the field of customer service is preferred.