POSITION SUMMARY: The Customer Relations Representative position is a customer support position focused on administering FIIS customer accounts.  Position manages day-to-day commercial interactions with customers and draws upon the entire FDMX organization to consistently provide accurate and timely answers/solutions to customer needs.  Takes orders and interfaces with Finance and Operations to ensure timely product delivery.  Researches and manages customer billing to ensure accurate invoicing.  Processes customer warranty claims, exchanges, debits and credits.  Responds to inquiries regarding status of orders and repairs.  Generally, acts as customer liaison. Prepares special reports on products returned, repaired and serviced as required. Participates in cross-functional continuous improvement efforts.  Sound judgement, highly organized, detail oriented, and discretion is critical in this role.

This role also involves coordinating with Shipping and Receiving for shipments, supporting cycle counting, kitting parts, and providing feedback on orders and payment milestones. Additional responsibilities include managing ink inventory, processing materials in the ERP system, monitoring material flow, and ensuring proper routing to enhance operational efficiency.

At FUJIFILM Dimatix Inc., printing and material deposition devices are only as good as their printheads.  We are a recognized leader in the manufacturing and design of durable and productive drop-on-demand inkjet printheads that power cutting-edge systems, as well as integrated inkjet solutions that add digital inkjet capabilities to other equipment. These are part of the digitization and transformation of many applications such as commercial printing, graphics, label & packaging, additive manufacturing, ceramic tiles, textiles, electronics and life science research.

We’re looking for forward-thinkers eager to spark innovation in inkjet technology. Bring your talents to a team built on collaboration, creativity, and a passion for excellence. At FUJIFILM Dimatix, every product we make begins with the extraordinary people behind it. Join us for groundbreaking work in a flexible, engaging environment.

We’re based in two incredible locations: Lebanon, New Hampshire, surrounded by picturesque New England landscapes, and Santa Clara, California, a dynamic hub in Silicon Valley with a mix of innovation, diversity, and sunshine.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

ESSENTIAL JOB FUNCTIONS:

• Excellent interpersonal skills – able to develop highly functional relationships with both customers and fellow employees while constructively and effectively managing the more challenging ones.
• Highly functional in the use of SAP (preferred) or equivalent.  Train/assist other employees in its use.

• Excel experience – able to read and modify reports as well as export data for review. Coordinate with Sales and Marketing to ensure that new customer Agreements or changes to existing Agreements are correctly implemented in SAP.
• Process customer orders including verification with Production Planning, entry into SAP and acknowledgement to customer.
• Generate spare parts quotes coordinating with Production Planning and Field Service on lead time, cost confirmation, and sell price
• Working with Finance, make accurate assessment of customer’s ability to pay based on current payment status and credit limits, act accordingly.
• Facilitate resolution of potentially complex customer issues by engaging the appropriate functions within FDMX, ensuring issue does not get dropped until it is resolved.
• Gain approvals from Marketing, Engineering and Operations before accepting orders for non-standard or pre-released products.
• Use discretion in assessing customer urgency, working with Operations to expedite accordingly.
• Issue Return Material Authorizations (RMAs) to customers as appropriate.
• Manage the RMA process by tracking open RMAs and working with shipping to process completed RMAs.
• Provides backup and support for Field Service Administration.
• Accurately maintain SAP customer files.

• Ensure that proper NDAs are in place with all prospects and customers of FIIS.
• Consistent accuracy in all aspects of the job.

• Work effectively with all levels of organization.
• Works with Shipping and Receiving as needed to organize, coordinate, and track outgoing customer shipments as well as incoming RMA shipments. Supports Cycle counting as time permits. 
• Supports kitting parts as time permits.
• Provides quick feedback to project management, planning and purchasing related to new orders, order change dates, payment milestones, etc.
• Supports managing ink inventory. Works on receiving materials in the ERP systems, monitoring the flow of materials, and ensuring that incoming materials are properly routed.

SUPERVISORY RESPONSIBILITIES:

• No direct supervision.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED:

• Two to four years of relevant experience in a customer facing role.

• Excellent interpersonal skills with the ability to communicate clearly, persuasively and professionally, both orally and in written form.

• ERP proficiency (preferably SAP)
• Microsoft Excel skills.
• Ability to effectively assemble and present information to various constituencies.

• Demonstrated ability to properly handle confidential information.
• Must be able to effectively manage multiple priorities simultaneously, as well as the ability to organize and prioritize work, including excellent organizational skills.
• Ability to make recommendations to effectively resolve problems or issues, by using judgment and experience.
• Ability to follow written and verbal instructions as well as the ability to suggest improvements.
• An extremely perceptive person, who can relate to individuals at all levels within and outside the organization and build interpersonal relationships.   
• Must be a self-starter and possess the ability to work independently as well as part of a team.

DESIRED:

• Experience working in a lean manufacturing environment

Performance Targets/Evaluation Measures

·        Accuracy of data entered into SAP or communicated within the organization.

·        Timeliness of responses to customers and internal functions.

• Adherence to company policies and department procedures

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability for extensive use of PC – visual acuity and dexterity to keyboard.
• Standing or walking 75% of the day when completing Materials work with moderate lifting/climbing

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manufacturing and Office environment.
• This job requires the coordinator to be performing job functions in a light industrial setting

• May potentially handle hazardous waste in accordance with the safe work practices defined in Hazardous Communication and Hazardous Waste training programs. Initial training is required upon hiring status and every 3 years thereafter. Employees handling hazardous waste will ensure that waste containers in their work areas are properly labeled and dated. Employees will ensure that waste containers are closed after transferring waste to them. Report any incidents involving hazardous waste to supervisor.

OTHER:

• Other duties as may be assigned.
• Each employee’s primary objective is to assure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers’ requirements.
• Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session. Special attention must be given to the safety aspects of these documents.

FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.

EO-employer-M/F/Vets/Disabled.

FUJIFILM Dimatix is an E-Verify Employer

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (fdmxbenefits@fujifilm.com).