Customer Service Representative

About TTM

TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, radio frequency ("RF") components, RF microwave/microelectronic assemblies, and technologically advanced printed circuit boards ("PCB"s). TTM stands for time-to-market, representing how TTM's time-critical, one-stop design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market.

Job Title

Job Title

Job Description

The primary responsibilities of this job profile include: Providing outstanding customer service to assigned customer accounts to positively impact the business relationship and increase customer satisfaction. Working with Program Managers, Account Managers, Engineering, Quality, Manufacturing, and assigned (external) customers to facilitate, coordinate and communicate requests for quotes, material planning, order entry, engineering holds, order changes, schedule sharing, order status, requests for RMA's, and resolution of shipping and accounting issues. Working with blueprints and purchase orders to resolve customer complaints and returns.

Scope:

• Order administration and communication from order quoting to order shipment
• Resolving first level product and service problems internally and with the customer directly
• Entering and tracking orders through entire business process (from booking to customer receipt)
• Understand and maintain database for backlog reconciliation
• Address, resolve and communicate customer issues concerning manufacturability of products
• Efficiently resolve issues with front end engineering to ensure product releases are accurate and timely
• Communicate with manufacturing departments to resolve on time delivery and quality issues
• Conduct contract review on customer purchase orders and resolve issues as necessary
• Complete error free order entry into site specific systems
• Providing and interpreting reports on sales activities and objective measurements
• Support quotation activity for repeat orders and quarterly and annual pricing reviews
• Support RMA and customer complaint process and follow up with customer

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Essential Knowledge and Skills:

• Customer service experience in a Business to Business, manufacturing setting
• Independently motivated with a success driven approach to complete responsibilities and meet goals
• Articulate speaker in a variety of settings; easily adjusts the message to match the audience
• Able to use superior customer-oriented telephone etiquette
• Ability to coordinate and work effectively with many different departments, companies and personalities
• Ability to read, write and communicate in English to the degree necessary to perform the job
• Ability to work under pressure and prioritize tasks
• Ability to multitask.

Education and Experience:

• Experience in customer service environment is required
• Excellent use and knowledge of Microsoft Office; Outlook, Word, Excel, PowerPoint
• Diploma preferred, but not required
• Some mechanical aptitude is an asset
• Printed circuit board manufacturing experience is an asset.

Additional:

• Acquires job skills and learns company policies and procedures to complete routine tasks. • Works on assignments that are routine in nature, requiring limited judgement. • Require at least 5+ years related experience.

Please note that due to Controlled Goods Program (CGP) requirements, all applicants must be a Canadian Citizen or a Permanent Resident in Canada.

Applicants may be entitled to:

• Shift premium
• Registered Retirement Saving Plan (RRSP) and Deferred Profit-Sharing Plan (DPSP) options
• Quarterly Bonus Program (considered taxable income and subject to applicable taxes)

Wellness:

• Medical and Dental, Health Spending Account (HSA)
• Life, AD&D, and Long-Term Disability Insurance
• Employee Assistance Program (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, TTM Technologies is an equal opportunity employer committed to providing an inclusive and barrier free recruitment and selection process to all Applicants (including but not limited to those with disabilities). Applicants should advise Human Resources if they require any type of accommodation during the recruitment process; please contact our accessibility lead at accessibility.tor@ttm.tech or 416-208-2186.