Customer Service Representative
Basic Function: Customer Service encompasses the administration of customer service programs and can include technically trained individuals working directly with customers. It also consists of the development and implementation of proactive programs responsive to customer requirements and includes the co-ordination of investigations of complaints and assisting to achieve equitable solutions.
Under general guidance of supervisor or more experienced engineer, perform various proposal and cost estimating duties requiring the exercise of judgment and application of established practices. Pursue initiatives to improve effectiveness of the group and increase customer satisfaction.
Typical duties/responsibilities for business development may include, but are not limited to, the following:
Review and analyze customer specifications. Coordinate input from other departments to develop bids responsive to customer requirements. Simultaneously process information on multiple and varied projects, and respond effectively to changes in priorities.
Develop cost estimates for new bids and contract revisions. Utilize engineering data, drawings, customer specifications and related information to prepare cost estimates, requests for quotations for purchase of components, evaluate supplier quotations and summarize total cost estimates.
Write complete proposal documents and revise contract documents, as required. Compile data for reporting contract scope, terms, cost and profitability, to management.
Attend meetings to exchange information and analyze contract requirements. Participate in investigating technical problems and establishing procedures and corrective actions to avoid recurrences. Duties may require domestic or international travel.
Complexity of Tasks: Requires strong knowledge of the organization's products, understanding of drawings and related documents, and ability to prepare cost estimates. Interfacing with other groups requires ability to communicate effectively. Work is subject to general overview to ensure quality.
Qualifications: Bachelor's Degree in engineering, business or related field and 2 to 5 years of experience; alternatively, a special combination of education and experience and/or demonstrated accomplishments.