• Client Support (Customer Service Rep)

    Posted Date 1 week ago(08/08/2018 20:09)
    Job ID
    United States
    Seniority Level
    Entry level
    Job Function
    Sales & Commercial
    Temp to Perm
    Estimated Travel Required
    0 - 10%
  • Company Overview

    Come and work with us the “TT Way” which means we do the right thing, bring out the best in each other, achieve more together, champion expertise and get the job done…well! With approximately 4800 colleagues we operate from 27 locations around the world. Building the expertise of our people is critical to the future success of our organisation.


    TT Electronics is a global provider of engineered electronics. We collaborate with customers in the transportation, industrial, medical, and aerospace and defence markets, providing them with engineering expertise and support through a global network of specialists and world class facilities. As a responsible employer we encourage all our people to “give something back” by supporting the local communities in which we operate.


    Our site in Perry, Ohio is part of the Global Manufacturing Solutions (GMS) business. We specialise in low volume, high mix electronics manufacturing for the aerospace, defense, industrial, and medical industries. With locations in North America, Europe and Asia, we provide highly engineered electronics and electromechanical assemblies for world-leading manufacturing companies. We provide customers with tailored business solutions, global sourcing and logistics.

    Role Overview and Responsibilities

    Summary:  The Commercial Lead will interface with TT Electronics' Material, Production and Central Planning teams to improve customer service and customer satisfaction.  The Commercial Representative is the main daily contact for the customer and will participate in or manage the following items:


    Essential Duties and Responsibilities include the following.  Other duties may be assigned.


    • Reviews Sales and Operations Planning report and manage the daily Roundtable meetings as detailed in the "Morning Roundtable Meetings" section of this guide.
    • Review open orders and reconcile open issues and deltas to the orders with customer.
    • Manage customer order expedites
    • Review and issue Pinks
    • Daily Customer Interface, and provide timely resolution to sales order and customer related issues: Order updates, Invoice issues, Missed shipments, Return Material Authorizations
    • Review forecast from customer and enter it into the Enhanced Factory Administration Control System (EFACS)
    • Maintain master production schedule (forecast) driving Material Resource Planning system as assigned.
    • Sales Order Management: Contract Review is to be performed on all new orders, TT Review Board:  If there is a change to the assembly from the prior order and the end product will be used in an Aerospace, Defense or Medical application the order is sent to the Project Lead whom conducts a TT Review Board meeting, Enter Order in EFACS, Order Confirmation:  Send official order confirmation with delivery date to the customer within 5 days after the receipt of order.
    • Proto and New Assembly Sales Order Management
    • Send Purchase Order to the Project Lead who reviews the order to the contract and quote.  The Project Lead also ensures TT Review Boards are complete if required.  The Project Lead then initiates the sales order, and it will be reviewed by the team for entry into EFACs (this process is currently being created).
      Review Tooling needs and (if required) create TE #.
    • Internal Tooling Orders: Issue Tooling Expense numbers as approved by Project Lead, Verify costing of Tooling Expense, Reconcile Tooling Expense and advise accounting for invoicing, Manage Spread Log, JIP report
    • Attend weekly production meetings with production team leaders: Review open orders, Review expedites, Confirm deliveries, Review issues such as Engineering Change Requests, Answer questions Team Leaders have if unable to answer in the production meeting, take questions back to Team and notify Team Leaders.
    • Attend Sales and Operations Planning meeting ever Tuesday: Review material, engineering and production issues, Conduct team round table, Discuss Sales and Operations Planning changes
    • Manage Vendor Managed Inventory/Consignment including: Invoicing, Future demand review, Schedule manipulation, Manage monthly shipment reports to customer site
    • Once created review the Waterfall report for forecast to firm orders
    • NPI/TPI Checklists (Project Management Central)Achieve gross margin, sales goals and objectives. Communication and coordination of Customers’ schedule requirements to Central Planning to ensure customer satisfaction is secured.
    • Monitoring of Material Review Board/Material Review Notices.
    • Participate in Production meetings/production schedules as necessary.
    • Periodically review current and completed orders for accuracy of invoicing and material costs.
    • Administer customer service functions as assigned. 
    • Report customer complaints to Global Account Manager. Complete all reports detailed in the reporting section of this manual in a timely manner.  This may vary by customer
    • Coordinate and participate in the cross-training of Customer Centric Team per the CCT Guidelines

    Qualifications, Skills and Attributes


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The Individual must be able to maintain confidentiality and have good Judgment.  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.  A pleasant professional image is expected at all times.  Candidate will be expected to exhibit high ethical standards and promote the same within the company.


    Education/Experience/Credentials:  Associates Degree or the following equivalent.  Entry Level should have Zero to Two years professional experience.  Intermediate Level should have Two to Five years experience in customer service in manufacturing environment or in Purchasing and/or Material/Production Control.  Ability to handle complex, multiple customer accounts.  Senior Level should have Five or more years experience.  Broad knowledge of principles, practices, and procedures of particular specialization to the completion of difficult assignments. 

    Language Ability:  Excellent communication both written and verbal.  Ability to read and analyze periodicals, business reports, correspondence and procedure manuals.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, customers, Team Members and the general public.  Ability to effectively present information and respond to questions.  The Individual must possess strong skills in grammar and proofreading.

    Math Ability:  Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

    Reasoning Ability:  Ability to collect data, solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.  Ability to maintain a professional and positive image in any situation using good judgment. 

    Computer Skills:  Ability to use office software, including Word processing, Spreadsheets, Databases, Slide Presentations, Internet browsers, E-mail, and business systems software.

    Supervisory Responsibilities:  This job has no supervisory responsibilities.

    Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The noise level in the work environment is usually quiet.

    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.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include ability to adjust focus.  While performing the duties of this Job, the employee is regularly required to sit; use hands, finger dexterity, handle or feel; reach with hands and arms and talk or hear.  The employee is frequently required to walk.  The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl.




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