Job Description

DESCRIPTION: This position is the primary source of communication between the customer and the Hixson Metal Finishing Team.

FUNCTION: The Hixson Team Member responsible for this position will be assigned the ownership of specific customer account(s) and responsible for the delivery of the customer experience. Prompt and proactive communication is the key to success for this position.

COMPETENCIES

• English Reading/Writing (Spanish +)
• High School Diploma or Equivalent Preferred (not required)
• Reading Comprehension (Interpret document intent/meaning)
• Computer: Word, Excel, Outlook, Internet Research (Basic)
• Typing Speed: 35wpm
• Basic Mathematics (8th grade level)
• Read Blueprints (preferred, must be willing to learn)

SKILLS

• Attitude/Demeanor: Respectful, Values Integrity, Friendly and Professional
• Communication Etiquette: Professional, Clear, Concise, Objective, Listening
• Abilities: Collaborative, Critical Thinking, Organized, Detailed and Solution Oriented
• Works well with others – “Teamwork”
• Customer Service Focused
• Task Prioritization and Completion
• Quickly Adapts to Workflow Needs and Changes
• Completes Tasks Independently

JOB DUTIES / RESPONSIBILITIES

Customer Communication:

• Build a working relationship with each customer. This includes getting to know and understand their company, key people (the buyer, quality department, etc.), and their parts.
• The CSR owns the responsibility of communicating the following to the customer:
• Their job has been received (order acknowledgement).
• Information needed to plan their job.
• Job pricing.
• Estimated ship date.
• Expedite options.
• Shipping information (tracking numbers, ready for pick-up)
• Customer inquires should be acknowledged addressed within the hour. Know you customer’s preferred method of communication.

Proactive communication is critical to customer satisfaction. This includes informing the customer of:

• Information needed to plan jobs,
• Pricing and lead times,
• Estimated ship dates,
• Potential, or missed deliveries in advance

Account Management

Each morning, your Customer Account list is to be generated within EDS so that you can prioritize your tasks.

1. All new orders received should be addressed first. Let the customer know their order(s) has been received and is currently in the planning department.

2. Check all jobs due to ship today, tomorrow, and the following day (3 days out). Verify with production (in the production meeting) that all jobs are to be completed as scheduled. Immediately contact customer(s) when it is known that an ESD will be missed. Be sure to know the firm recovery date.

3. Check department 62 for jobs that need additional information for planning. This should be done every 60 – 90 minutes, not to exceed 2 hours.

4. Check department 20 for any jobs that on hold (missing parts, first article masking). This should be done every 60 – 90 minutes, not to exceed 2 hours.

5. Date all jobs once moved into production. Inform the customer of the ESD and don’t forget to select the “COMMITTED” button within EDS.

6. Provide tracking numbers and call the customer when jobs are ready to be picked up. (Dept. 14)

Account Ownership

• Regardless of what the customer needs or expects, YOU are responsible for making it happen!
• This doesn’t mean you personally do everything; this is why we have a team of people that support the customer experience.
• It is up to you to get the appropriate people involved at the right time for customer resolution(s).
• It is also up to you to follow-up with internal team members and the customer in a timely manner.

There are times you may need to roll up your sleeves to “make it happen”. From time-to-time you may be expected to perform the following activities:

• Un-packaging parts, verifying serial numbers, and basic receiving inspection.
• Moving parts from one department to another.
• Calling vendors for outside processing.
• Packing parts.
• Other activities as needed to “make it happen”.

Company Description

Hixson Metal Finishing is a premier metal finishing company whose vision is rooted in excellence, integrity, and accountability. From our original location in Newport Beach, California, we have worked diligently since 1960 to demonstrate just how far these values extend by providing a broad range of services to the military, aerospace, and commercial aircraft communities with competitive prices, timely delivery, and outstanding quality. We offer more than 80 finishing processes that run the gamut from simple “rack-and-run” jobs to very complex multi-process jobs, including anodizing, precious metals, cadmium and nickel plating, non-destructive testing, painting, and many more. A great source of pride for us is our persistent pursuit of improving our current processes and our willingness to develop new and innovative methods and technologies to meet the needs and expectations of our customers.