Customer Service Coordinator in Springdale, AR at Arconic

Date Posted: 3/15/2018

Job Snapshot

Job Description

This opening is in our Kawneer business which is located in Springdale, Arkansas. We are the leading manufacturer of architectural aluminum products and systems for the commercial construction industry. Kawneer is part of Arconic’s global Building and Construction Systems (BCS) business unit, which manufactures and markets architectural systems and products in North America, Europe, Asia and the Middle East.

This position requires the ability to work until 6:00pm in order to support our customers in the Western Region of the United States.

1. Primary Purpose of the Function

  • Customer Service functions that support the key organizational objectives.

  • Responsible for the door take-off process.

  • Processing and landing customer orders into production facilities.

  • Position is in direct communication with: customers, sales team, other members of the order execution team, and maufacturing personnel with concentration on non-engineered purchase orders.

  • Review purchase orders.

  • Coordinate and advance project status.

  • Schedule orders to production based on standard lead times.

  • Interface to JDE and release to production.

  • Concession JDE price based on established guidelines.

  • Check for FTQ take-offs completed by others.

2. Major Activities

  • Work with customers on processing, scheduling, order changes, product issues and claims.

  • Utilize knowledge of product and price book.

  • Interact and coordinate with internal resources on projects.

  • Initiate customer feedbacks and claims, problem solving, root cause resolution, and process credits.

  • Be a point-of-contact on phone inquiries with expectation of 100% “live call” response and customer assistance without frequently forwarding calls to other front-end employees.

3. Essential Knowledge & Skills/Education

  • Must be self-motivated, people oriented, service oriented and possess the ability to work with others.

  • Computer skills including KaluCAD, PIMS, Microsoft Office Suite.

  • Data entry skills

  • Written and verbal communication skills.

  • Construction or architectural industry background will be a plus.

  • Proven customer service skills including prompt response and documentation.

  • Proven skill set for critical business functions.

  • Ability to work in a team environment

  • Demonstrated time management skills and ability to work in an environment with tight deadlines.

4. Major Customers

  • Customers in specific sales territories.

  • Sales organization.

  • Vendors.

  • Front-End employees/internal customers

  • Manufacturing Managers/Supervisors/Leads.

Basic Qualifications

  • HS diploma or GED equivalent from an accredited institution
  • Minimum of 2 years of experience in a customer service role
  • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position

  • This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

Preferred Qualifications

  • Associates Degree from an accredited institution.
  • Commercial or residential construction industry experience.
  • Professional office environment serving customers in different time zones via phone and e-mail.


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