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Service Administration Specialist

Company: Tecomet
Location: Wilmington
Posted on: October 19, 2020

Job Description:

TheService Administration Specialist has the primary responsibility of interfacing with and supporting customers and other internal parties managing the order entry and fulfillment processes for assigned customers and Tecomet plants. The Service Administration Specialist interacts with many different areas of the company including Service Account Management, Sales, Planning and Plant Management to drive successful fulfillment and delivery of customer orders.

Essential Duties and Responsibilities

Manage Order Fullfillment Process:

  • RevManage the contract review process with Service Account Management and Sales as required
  • Support or manage the quoting process on new and re-quotes
  • Enter orders in appropriate ERP system(s)
  • Resolve order-related discrepancies with customers
  • Work with Engineering/Materials Management on order fulfillment
  • Research late deliveries and other related questions
  • Enter sales orders for respective customer base as required
  • Work with Sales and with customers to obtain initial and modified purchase orders as required
  • Put orders on hold/release orders from hold
  • Prepare and send order verification reports
  • Close-out short and/or shipped sales orders in ERP system
  • Initiate Part History and Rev Change reviews
  • Coordinate Supplier Change Requests internally and with customers
  • Verify the commercial accuracy of all existing production RFQ's
  • Provide existing production RFQ information to production planning for date confirmation and to Quality for requirement verification.
  • Manage the RMA process including tracking returns and working with Accounting to issue credits

    Customer Communication:

    • Generate customer order acknowledgements and other order-related communications
    • Generate customer facing reports and correspondence
    • Access and update customer portal(s) with appropriate product and order information
    • Work with customers via email and telephone regarding order clarification and changes
    • Participate as required in customer calls related to order fulfillment process and activities

      New Product Introduction Support:

      • Initiate quotes in the appropriate ERP systems that support NPI development projects
      • Perform Contract review to verify accuracy of all pricing, revisions, addresses, and shipping information
      • Enter POs and initiate demand scheduling with Planning
      • Confirm commit dates and communicate with Global Program Management (GPM) and internal teams
      • Build a production ramp plan w GPM input and track performance
      • Initiate invoicing activities as required
      • Work with GPM to transition ownership of new product and customer from GPM to Customer Service
      • Support regular NPI meetings

        Qualification Requirements

        Educational/Training Requirement:

        • Bachelor's degree (B.A.) from four-year college or university or equivalent combination of education and experience.


          • A minimum of 5 + years related experience and/or training in order fullfillment with in a regulated manufacturing environment
          • Medical device, Aerospace and Defence or manufacturing environment experience, highly preferred.

            Knowledge, skills and abilities:

            • To perform this job successfully, an individual must be professional, proactive and positive, with internal and external customers and coworkers.
            • Strong Communicator - Ability to write reports and customer correspondence. Ability to effectively present information and respond to questions from customers, suppliers and all levels of internal audiences. Strong verbal, written and presentation skills
            • Detail-Oriented- Strong attention to detail and accuracy
            • Planning/Organizing- Prioritizes and plans work activities. Uses time efficiently. Sets goals and objectives and develops realistic action plans. Works well under pressure and remains flexible to changing schedules and demands.

              Technical Skills- Proficient in the following:

              • Working knowledge of personal computer, keyboard, and various software programs
              • MS Office products - Word, Excel, PowerPoint
              • ERP system working knowledge
              • CRM system working knowledge a plus

                Equal Opportunity/Affirmative Action Employer/Protected/ Veterans/Disabilities/Drug Free Workplace

Keywords: Tecomet, Boston , Service Administration Specialist, Other , Wilmington, Massachusetts

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