Sr. Customer Service Rep

About Us

For more than 50 years, Gowanda Electronics has been a leader in the design, manufacture, and supply of precision electronic components for RF, microwave, and power applications. Components include standard off-the-shelf and custom-designed inductors, chips, chokes, coils, conicals, toroids, transformers, and magnetic devices in surface mount and axial-leaded (thru-hole) configurations that are used in a wide variety of electronic applications around the world. The company offers RoHS-compliant products as well as lead-containing components for QPL military/defense and other demanding requirements. Non-magnetic inductors are also available for situations where magnetic components would compromise system performance, as in medical imaging (MRI) equipment.

Location: This position is located at the Arcade, NY plant and will report to the Gowanda Customer Service Manager.

The Ideal Candidate:

• Will be responsible for providing expert-level support to Gowanda’s valued customers.
• Possesses the leadership qualities to further grow within the team and business.
• Brings new and fresh ideas to the business and team to drive initiatives and streamline processes.
• Handles customer inquiries, manage customer procurement portals, resolve complex issues, and ensure that every interaction with customers exceeds expectations.
• Possesses an entrepreneurial, results-oriented mindset.
• Enjoys continuous learning opportunities.
• Thrives in a dynamic, fast paced environment.

Responsibilities:

• Lead by example, consistently delivering high-quality customer service and upholding company standards and policies. Analyze customer feedback and trends to identify opportunities for process optimization and service enhancement.
• Provide product and service information to customers, understanding their needs and resolving product/service problems. Provide quotations for commercial-off-the-shelf products in the Gowanda catalog.
• Open customer accounts and maintain customer records, updating their account information as needed. Manage customer open orders to ensure parts are delivered on time.
• Initiate problem resolution by clarifying the customer’s complaint, determining the cause of the problem, identifying the best solution, and communicating it to the customer.
• Enter Return Material Authorizations (RMA’s) into the AS400 ERP system as requested by Quality or Regional Sales Account Manager.
• Work with Production Control, Purchasing, and Engineering, Regional Sales Manager to acknowledge ship dates of all new orders and develop and deliver custom product quotations to customers in a timely manner.
• Keep accurate records of customer interactions and transactions in the CRM platform (Microsoft Dynamics 365).

Education/Experience:

Minimum of 5 years of experience in a customer service role, with demonstrated proficiency in handling complex customer inquiries and concerns required. Ideally within a professional manufacturing setting.

Knowledge/Skills/Abilities:

• Strong problem-solving abilities and attention to detail, with a focus on delivering timely and effective solutions.
• Excellent communication and interpersonal skills, with the ability to interact confidently with customers and colleagues at all levels of the organization.
• Proficient in using Microsoft Office Suite including vlookups and pivot tables, ERP, and CRM systems.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks to consistently meet customer expectations.
• Knowledge of electronic components is a plus.
• Prior team leadership skills in a customer service setting, ideally in a manufacturing setting.

Why should you join our team?

Our team is growing! At Gowanda Electronics we recognize that our employees play a vital role in our success, so we’ve created an environment that focuses on innovation, empowerment, and recognition of individual expertise.

We are known for our quality products and exemplary customer service, and it all starts with our employees. We are proud of the role we play as technology leaders and the difference we make every day by putting our customers first! We are also committed to providing our employees with a comprehensive package and career growth opportunities!

• Medical, Dental, Vision, & Prescription plans
• Flexible Spending Accounts (FSA)
• 401K Program with Employer Match
• Group Life Insurance
• Short & Long Term Disability Coverage
• Vacation & Sick (in addition to 11 paid holidays)

This position is not eligible for relocation allowance.

Gowanda Electronics is an equal-opportunity organization. We recruit, employ, train, compensate and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

At Gowanda Electronics, we are committed to fostering an inclusive, accessible environment, where all employees are valued and supported. If you are a candidate with a disability and need accommodation to complete the application process, please contact Caity Dawson at cdawson@rcdcomponents.com. Include your full name and the best way to reach you, along with the accommodation needed to assist you with the application process.

Veterans encouraged to apply.