ACCELERATE YOUR CAREER WITH GRACOROBERTS

Summary: Responds to and directs incoming phone calls and visitors as needed. Perform other reception and clerical duties as assigned.

Duties and Responsibilities: (include but are not limited to the following duties:)

General
• Conducts all business activities representing GracoRoberts with the highest level of personal and professional ethics and integrity.
• Focuses on meeting customers’ needs and expectations.
• Follows established processes and procedures to ensure all quality requirements are met.
• Take an active part in maintaining the office culture and employees.

Job Specific
• Responds to and directs inbound calls in a warm, friendly, and professional manner.
• Greets and assists visitors as needed.
• Assist organization with email, fax, and other communication, in-bound and out-bound.
• Assist in maintaining the reception area representational.
• Performs clerical duties including distribution of mail and messages and monitoring office supplies.
• Assist organization with clerical duties as directed by manager.
• Receives and distributes inbound mail.
• Maintain and coordinate all reception requests, such as coordinating all conference and training room schedules.
• Helping organize and maintain office common areas.
• Demonstrates knowledge of all departments within the organization.

General Qualifications and Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. You should be self-motivated, energetic, and enjoy helping people. You must be driven to provide the highest level of customer service and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Interpersonal Skills – Remains open to others’ ideas and tries new things.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Ethics – Works with integrity and ethically; Upholds organizational values.
• Language Skills- Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence in English. Must demonstrate excellent phone etiquette and exceptional customer service skills.

Education and/or Experience
High school diploma or general education degree (GED), Associate Degree preferred; or three to six months related experience and/or training; or equivalent combination of education and experience.

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.

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 moderate.

Position Summary / Objective:

As an ambassador for our customers and their experience with GracoRoberts, the Customer Service Representative/Account Specialist is responsible for wowing the customer at every touchpoint throughout the customer buying journey, while balancing the needs of the organization. The following duties should be performed with a focus on delivering an exceptional customer experience:

Supervisory Responsibilities:

• None

Duties / Responsibilities:

• Enter quotes, design projects, sample requests, and customer purchase orders into system. Note special circumstances affecting customer requirements, order ship date, risk level, and/or status. Works with Purchasing to ensure customer requirements are flowed down to vendors.
• Deliver quotes, purchase order confirmations, order status, and related communication updates to customers.
• Always participate on call queue during assigned working hours.
• Respond to all customer inquiries in a timely and professional manner.
• Enter out-of-system quote requests for pricing and availability into Company’s ERP system.
• Obtain and review customer Quality Clauses and update Customer Profile with any important info that must be noted at time of order entry.
• Monitor customer supplier portals for new quotes and orders as applicable.
• Enter new accounts in system, and assist requesting references and submitting references for Net 30 terms approval.
• Provide quality review (QC) of other Customer Service Representative’s orders.
• Process customer reports of nonconformance as specified in the Quality Management System. Gather and document all necessary information to explain and validate issue, and forward to the Quality & Compliance Manager for review and action by the appropriate parties.
• Run reports and analyze to ensure that all customer commitments are fulfilled as promised.
• Update customer open order reports with due dates or shipping information.
• Obtain copies of specifications and submit for review by Quality department.
• Pull and supply any requested paperwork for customers. Ie: CofC, CofA, MFG cert, Mercury Free Cert, Test Report etc.
• Partner with Technical Account Manager as needed on issues regarding product, price and/or service delivery process.
• Attend all scheduled department meetings and training sessions.
• Conduct proactive telemarketing and/or customer relations calls as directed by the Customer Service/Account Services Manager.
• Educate, promote and register customers on our e-commerce website to acquire price quotes, place orders, and obtain TDS and SDS.
• Assist accounting with any invoice discrepancies by reaching out to buyers to help initiate payment.
• Other duties as assigned.

Critical Success Factors:

• Proactive Communication
• Empathy
• Sense of Urgency
• Strong Problem Solving Skills

Contribution to Quality Objectives:

• Focus on achieving 100% order accuracy for department processes

Required Skills / Abilities:

• Full competence and experience in Office Suite Software (Word, Outlook, Excel, Outlook).
• Excellent verbal and written communication skills.
• Well-developed time management and organizational skills.
• Teamwork – balances team and individual responsibilities.
• Interpersonal Skills – remains open to others’ ideas and tries new things. Displays empathy for internal and external customers.
• Quality – demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Adaptability – comes from a mindset of solving problems, adapts to changes in the work environment; manages competing demands.
• Attendance/punctuality – is consistently at work and on time; ensures work responsibilities are covered when absent.
• Ethics – works with integrity and ethically; uphold Company values.

Education and Experience:

• Minimum of two years’ experience in a similar position with direct experience interacting with customers and entering data with a high degree of accuracy.
• College degree preferred.

Physical Requirements or Safety and Ergonomics:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Travel Required:

• Minimal to no travel required.

Salary:

• DOE

Work Authorization/Security Clearance Requirements:

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

GracoRoberts is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. GracoRoberts makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Position Summary / Objective:

It is the primary responsibility of the Buyer to find the best approved source to meet the customer’s requirements, negotiate favorable terms, and issue a purchase order that accurately reflects the customer’s requirements.

Supervisory Responsibilities:

• None

Duties / Responsibilities:

• Obtains quotes from vendors to support customer RFQ’s and bid proposals.
• Investigates and cultivates new sources for supplies and products.
• Utilize existing reporting tools to place purchase orders in a timely fashion to support customer sales demand and recommended stocking levels.
• Monitor min/max stocking levels for assigned product lines to ensure availability of material and recommend adjustments when needed.
• Monitor and action Open Purchase Order reports to ensure that PO due dates are accurate and up to date.
• Reviews on-time delivery data for assigned product lines and communicates corrective action requests to vendors.
• Communicates and resolves non-conformance issues for the assigned product line.
• Actively tracks and monitors low shelf-life material; works actively with affected stakeholders (Sales, Operations, Quality) to minimize the financial impact of expired material.
• Accurately inputs data, communicates efficiently, and occasionally supports supplier visits when required.
• Actively seeks to reduce costs across all product categories to achieve department savings goals.
• Actively works towards and acts as subject matter expert for assigned spend category.

Critical Success Factors:

• Continuous Improvement
• Timeliness & Sense of Urgency
• Proactive and effective communication

Required Skills / Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to solve problems with a sense of urgency.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree preferred or a minimum of 3 years of direct experience in Aerospace / Defense Purchasing
• Aerospace Chemicals, Hardware & MRO Product Purchasing experience strongly preferred

Physical Requirements or Safety and Ergonomics:

• No PPE required.
• Position >75% sedentary; seated.
• <5% lifting; maximum 10 lbs.
• <5% stooping or bending.
• Data inputting on computer keyboard; average 80%.

Travel Required:

< 5% Travel – Occasionally required at request of management under special circumstances.

Work Authorization/Security Clearance Requirements:

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.