Customer Service

1. Business Development Support:
- Support sales efforts to ensure that bids and proposals to customers are competitive, accurate and complete and delivered to the customers on time.
- Account expansion and new business growth to meet business plan sales, at or above the gross margin targets.
2. Contract Administration:
- Review purchase orders against the contract and/ or proposal and negotiate with customer for adjustments.
- Ensure that Sparton is meeting its contractual requirements to the customers, identify gaps in our performance and execute appropriate actions with related departments to eliminate gaps in a timely manner.
- Ensure the customer is meeting its contractual requirements, identify gaps and negotiate with customer to eliminate gaps.
- Ensure all contracts are current and reflect actual business operation with customers.
3. Customer Management:
- Monitor, report weekly and monthly on customer status to include:
• Sales, profit and contribution margins, inventory, AR, OTD, PPM and customer satisfaction.
• Any unfavorable gaps between the actual performance and desired performance are to be identified with appropriate actions defined.
- Sales Order Management Interface
• Ensure the backlog is accurate, resolving and discrepancies with the customer's open order status ensuring orders are received in a timely manner to meet sales plan and operations plan.
- Establish and facilitate the customer communication plan.
• Development and maintenance of a relationship with the customer that is consistent with the corporate value that achieves mutually profitable growth.
• Communication point-of-contact for all commercial commitments to the customers including pricing, delivery, material returns, including negotiation to ensure preservation of profitability consistent with the company core value of integrity.
• Perform and measure KPIs key performance indicators to improve the effectiveness of all customer service activities.
4. Master Planning
- Reviewing sales order and arranging Man, Machine, Method with production team, Material with purchaser team to catch up customer demand.
- Analyzing sales order, forecast to calculate and adjust capacity in short term and long term.
- Responsible for planning material demand correctly in the ERP system
• Responsible for Firm of planned production orders as required date in ERP system.
• Coordinate to set up correct planning parameters for FG items in the ERP system.
• Periodically review planning parameters & material demand so that material demand shows up correctly in the ERP system.
- Understand material status, which is updated by buyers, and give input for scheduler to arrange production schedule.
- Responsible for on time delivery to Customer, including:
• Weekly internal OTD report;
• Coordinate with team on pulling in shipments to achieve revenue plan.
• Investigate OTD failures as an input for Customer OTD feedback.
- Monitor Inventory at targeted level.
- Co-operating with production team to solving trouble related to manufacturing plan.