Customer Care Associate

About Us:

Lumencor Inc. manufactures highperformance solid state lighting subsystemscommonly known as light enginesfor bioanalytical instruments medical devices and life science research tools. Our innovative products are sold worldwide to OEMs distributors laboratories and individual researchers. With 70 employees and growing Lumencor offers a dynamic collaborative environment where your work ideas and contributions truly matter.

Position Overview:

Our Customer Care Associate is a key resource to process orders and share information about shipments with our clients. This individual receives and processes incoming orders for Lumencor products product service repairs and installations. Communications regarding orders occurs via email and phone. The Associate works closely with Sales on a daily basis primarily in relation to processing sales quotations and purchase orders to further revenue generation. Duties include review incoming purchase orders for accuracy and information contact responding to customers and sales people to clarify order information entering P.O. information into Lumencors manufacturing database (built in Filemaker) and following up with customers and salespeople on the progress of orders as they become built and ready for shipment. The Associate advises customers of P.O. receipt pricing and expected shipping dates as well as delays and other order details as needed. The Associate also performs information gathering to assist with customer prospecting and post sales efforts.

This is a fulltime exempt onsite position MonFri located in Beaverton Oregon.

Responsibilities:

• Review and verify customers names addresses and billing information product numbers and specifications of items to be purchased and enter information into the database.
• Enter and process new purchase orders in a timely manner.
• Inform customers via email or telephone of order information such as unit prices shipping dates and any anticipated delays.
• Receive and respond to customer inquiries and complaints.
• Verify customer and order information for accuracy.
• Direct appropriate Lumencor contacts or departments of units to prepare and ship to designated locations.
• Check inventory records to determine availability of requested goods.
• Analyze orders for completeness according to departmental procedures (contract review) and forward incomplete orders for further review.
• Problemsolve with Sales Manufacturing and Shipping teams to resolve any processing issues and ensure timely and accurate shipment of orders.
• Manage past due collections process per established departmental procedure.
• Manage AP notices & penalties for open invoices.
  • Includes working with account sales managers to determine strategy for handling delinquent accounts.
  • Includes distributing & managing late payment penalty invoices.
• Distribute reports to internal & external customers on a weekly & monthly basis (Revenue reports monthly deliverable reports pending POs and miscellaneous reports from the FileMaker database as requested).
• Meet with OEM customers on a regular basis to discuss delivery schedules and manage customer requests & feedback.
• Write & maintain SOPs for Customer Care.
• Conduct routine account audits for required documents and coordinate with Account Owner to correct and fulfill where necessary.
• Partner with the IT department to implement improvements to Lumencors internal manufacturing database.
• Partner with Sales Operations to maintain quoting and pricing accuracy in Salesforce.
• Partner with Manufacturing to forecast demand on a 16week rolling basis and schedule product to be built.
  • Review build capacity on a regular basis and add/remove light engines in each week accordingly

Qualifications:

Educational Requirements:

• 4year Bachelors or 2year Associates Degree from an accredited institution and/or relevant work experience ideally in the technology medical scientific or healthcare industries.

Work Experience:

• 23 years in sales administration accounting customer care inside sales or account management is strongly preferred.

Technical & Communication Skills:

• Detailoriented with a strong proficiency in computer applications.
• Excellent oral and written communication skills.
• Familiarity with the Mac environment Microsoft Excel and Salesforce (or comparable IT products) is highly desirable.

Preferred Experience & Additional Skills:

• Experience processing and fulfilling purchase orders in hightech medical device or scientific manufacturing settings.
• Ability to define problems collect and analyze data and implement effective solutions.
• Demonstrated ability to manage multiple priorities and drive process improvements with a positive solutionfocused approach.

Culture & Benefits:

At Lumencor our standards are high. Our team continually pushes to deliver the best lighting solutions the industry has ever seen. We do this by relying on the talent and ingenuity of our staff. We look for people who can think critically and creatively; people who can dream big and act responsibly as they push past boundaries in an ethical and collaborative manner. Lumencor found its beginnings in challenging the status quo by recognizing and executing on the very best of what is possible; this fundamental quality permeates through the culture of the company to this day.

If this describes the type of team you would like to be a part of we want to speak with you!

Lumencor believes in a healthy work environment for all employees and fosters teamwork and respect for others while adhering to ethical work practices. We offer a full package of employees health dental and vision insurance as well as many other perks. Our working culture rewards effort and success while embracing imagination and diversity. We are an Equal Opportunity Employer.