Customer Service Representatives at Westwood Laboratories manage the client order and billing process once a project has become a production order. For orders-in-process, they become the chief point of communication with clients on behalf of the company, providing a very high level of customer service.
Production Order Entry
▪ Receive and review incoming orders for pricing accuracy, credit terms, and due dates.
▪ Acknowledge order receipt to the client; request and process order deposit.
▪ Enter the order in BME module and create sales job file; distribute the file to a sales team member for review.
▪ Once the sales job file has entered the planning system and materials are on order, consult with the planner and establish an achievable order due date; send an order confirmation with a new due date to the client.
Material Tracking
▪ Send system-generated material requirements to clients for client-supplied chemicals and components
▪ Provide clients with Westwood Labs item numbers for client-supplied materials
▪ Coordinate and track incoming materials with warehouse personnel
▪ Create a “hot list” of incoming chemicals for the QC sampling technician
▪ Work closely with QC personnel to track chemicals through Westwood Labs' quality system
▪ Set priorities for the QC analytical team for chemical testing to support order due dates
▪ Run inventory reports for clients as needed
Production Tracking
▪ Attend daily/weekly meetings to review the production schedule
▪ Communicate ready-to-ship updates to clients and generate invoices with deposits and payment communications
Client Inventory & Liabilities
▪ Run inventory reports for clients as needed
▪ Maintain a database of client agreements associated with turnkey/printed components
▪ Monitor turnkey components to assess liabilities quarterly
Primary Billing Functions
▪ Monitor finished goods inventory for QC release and complete pallet tags
▪ Generate invoices to clients for released, ready-to-ship product
▪ For payments made by credit card, process using the online portal
▪ With the assistance of warehouse personnel, create a Bill of Lading and provide it to the client
▪ Upon client payment, release the product for pick up and advise the client of readiness
▪ Assist clients with outgoing logistics
Ancillary Billing Functions
▪ Create per-pallet storage billings; maintain a log of storage client billing activity
▪ Create pro forma invoices as needed for R&D fees and deposits; maintain R&D fee log
▪ Create pro forma invoices for testing services; maintain QC fee log
▪ Invoice for tooling costs as directed by Project Management
Technical Skills/Software
▪ MS Office Suite (Excel, Word, Outlook)
▪ Batchmaster ERP system (order entry module, sales reports, bills of material)