Career Opportunities

We are seeking talented, motivated professionals to join our team. Qualified candidates may apply for open positions by e-mailing their resumes to hr1@swsafety.com. Please reference the applicable job title within the subject line of your correspondence.

Customer Service Representative

Basic Function

The Customer Service Representative reports directly to the Customer Service Manager as part of the Commercial Team. The position will require direct communication with customers, the sales team, logistics personnel, as well as, interdepartmental communication. The CSR will be heavily involved with various systems for data entry and customer management to achieve high level customer satisfaction.

Nature and Scope

Key responsibilities include the following:

  1. Greet customers warmly and ascertain problem or reason for calling
  2. Process 30-50 Sample Request and Orders per day
  3. Confirm orders to customer; Release order to warehouse
  4. Send tracking#, ETA and invoice to customer
  5. Manage large amounts of incoming calls (expect 30 calls a day)
  6. Open and maintain customer accounts by recording account information
  7. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  8. Maintain financial accounts by processing customer adjustments
  9. Recommend potential products or services to management by collecting customer information and analyzing customer needs
  10. Prepare product or service reports by collecting and analyzing customer information
  11. Contribute to team effort by accomplishing related results as needed
  12. Generate sales leads
  13. Identify and assess customers’ needs to achieve satisfaction
  14. Build sustainable relationships of trust through open and interactive communication
  15. Provide accurate, valid and complete information by using the right methods/tools
  16. Meet personal/team sales targets and call handling quotas
  17. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  18. Keep records of customer interactions, process customer accounts and file documents
  19. Follow communication procedures, guidelines and policies
  20. Go the extra mile to engage customers
  21. Resolve customer complaints via phone, email, mail or social media
  22. Use telephones to reach out to customers and verify account information
  23. Direct communication with sales representatives to provide accurate information regarding samples, customer orders and inventory levels
  24. Follow up within 24 hours of all customer request
  25. Work cross functionally to provide necessary customer information and assistance to Regional Sales Managers, Territory Managers and Rep Groups

 

Knowledge / Experience

To effectively carry out the above responsibilities, the Customer Service representative should possess the following skills, knowledge and business experience:

  • High school diploma or equivalent required, college degree preferred.
  • Minimum of 2-3 years of previous B2B customer service or Call Center experience desired.
  • Must have experience working in a team environment and meeting deadlines.
  • Minimum 2-3 years experience with data entry.
  • Professional and courteous communication skills: by telephone, in person and in writing.
  • Knowledge of using ERP programs for order processing and data gathering, preferred experience with Epicor, MS Dynamics or NetSuite.
  • Knowledge and experience using MS Office and shipping company software (UPS, FedEx, etc.).
  • Experience with CRM systems (Salesforce, etc.).
  • Demonstrate strong attention to detail to ensure accuracy of orders and overall customer satisfaction.
  • Organized, flexible, able to follow instructions and receive feedback.
  • Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed.

Demand Planner

Basic Function

The Demand Planner reports directly to the Commercial Operations Manager as part of the Commercial Team. The position will require direct communication with customers, the sales team, logistics personnel, as well as, interdepartmental communication. The DP will be heavily involved with various systems for data entry and customer management to achieve high level customer satisfaction through product fulfillment.

This Demand Planning position is responsible for all forecasting activities associated with customers and products. The Demand Planner creates and maintains forecast models for their customers, incorporating business intelligence and forecast information gathered from sales and operations.

The Demand Planner is the integration point into the sales and commercial organization. Basic forecast modeling is the responsibility of this position. This position leads the dialogue each month for their respective customers and products with key counterparts in Sales, Marketing and Operations.

Nature and Scope

Key responsibilities of Demand Planner include the following:

  • Develop demand forecasts (operational forecasts) at multiple levels of aggregation for multiple time horizons as part of a demand planning function.
  • Review historical sales trends, research demand drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results.
  • Coordinate cross-functional research activities to reconcile significant variances and refine the forecast model to reflect updated sales and marketing assumptions.
  • Interact with sales, marketing, and customer finance to understand demand forecast drivers.
  • Utilize a collaborative and consensus approach by working with Sales, Marketing and Customer Finance to obtain and ensure that current and accurate information is used for demand forecasts.
  • Use and maintain the Demand Planning software as the primary forecasting system tool.
  • Provide input to the Supply Planning organization in developing inventory strategies on existing items, new products, and product phase-outs.
  • Closely coordinate and communicate customer action plans with commercial operations team

 

Job Functions

  • Create statistical forecasts:
    • Gather, analyze and validate data
    • Execute statistical modeling software
    • Review resulting statistical forecast model
    • Apply error analysis techniques to improve forecasting
    • Summarize/aggregate statistical forecasts
  • Review sales plans, customer finance Budget Updates or Latest Estimates and demand drivers:
    • Present, solicit, and assess feedback on the various forecasts from sales, and finance
    • Recommend adjustments for operational forecasts
    • Review promotional plans with sales
  • Achieve consensus for operational demand forecasts by facilitating a collaborative planning process with sales, marketing and finance personnel:
    • Prepare relevant material to facilitate research and discussion
  • Provide input to volume planning (Latest Estimates / annual process)
    • Facilitate and manage demand planning/customer meetings
    • Achieve consensus with the business side and the demand chain
  • Maintain demand planning system and software
    • Enter and modify data and ensure the correctness of product hierarchy
    • Monitor trends in forecast error
    • Identify relevant market-related data and competitive intelligence
  • Prepare and maintain relevant reports pertaining to demand planning process.

 

Knowledge / Experience

To effectively carry out the above responsibilities, the Demand Planner should possess the following skills, knowledge and business experience:

  • BA/BS college degree or equivalent. MBA preferred.
  • APICS or other forecasting Certification preferred.
  • Familiarity with Valogix Demand Planning software preferred.
  • Must be able to work in a team environment to meet deadlines.
  • Professional and courteous communication skills: by telephone, in person and in writing.
  • Knowledge using ERP programs for order placement and data gathering, preferred experience with NetSuite.
  • Knowledge of MS Office required.
  • Experience with CRM systems – Salesforce preferred.
  • Strong attention to detail to ensure accuracy.
  • Organized, flexible, able to follow instructions and receive feedback.
  • Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed.

Customer Service Intern

Basic Function

The Customer Service Intern reports directly to the Customer Service Manager as part of the Commercial Team. The position will require direct communication with customers, the sales team, logistics personnel, as well as, interdepartmental communication. The CSR will be heavily involved with various systems for data entry and customer management to achieve high level customer satisfaction.

Nature and Scope

Key responsibilities of Customer Service Representative include the following:

  • Manage the operations of the samples department by processing and shipping out requests and providing tracking information to customers and sales team.
    • Printing and organizing marketing materials.
    • Assembling sample packs
  • Assist the Commercial Operations Manager to monitor the inventory levels of the samples and provide recommendations for items that need to be restocked.
  • Interface with customers via phone, email and in person to provide overall customer satisfaction.
  • Accurate and timely processing of sample requests to ensure satisfaction.
  • Direct communication with sales representatives to provide accurate information regarding samples, customer orders and inventory levels.
  • Strong time management skills to meet team and individual deadlines.
  • Follow up within 24 hours of all customer and sales rep requests.
  • Work cross functionally to provide necessary customer information and assistance to Sales Managers.
  • Provide feedback and recommendations to Customer Service Manager to improve processes and customer service efficiencies.
  • Flexibility to adjust and adapt to meet customer needs as well as internal requirements.
  • Maintains customer records by updating account information.
  • Partners with the sales team to meet and exceed customer’s service expectations.
  • Office administrative duties including:
    • Answering phone calls
    • Taking accurate messages

 

Knowledge / Experience

To effectively carry out the above responsibilities, the Customer Service Intern should possess the following skills, knowledge and business experience:

  • High school diploma or equivalent required, college experience preferred.
  • Must be able to work in a team environment to meet deadlines.
  • Professional and courteous communication skills: by telephone, in person and in writing.
  • Knowledge using ERP programs for order processing and data gathering, preferred experience with NetSuite.
  • Knowledge of MS Office and shipping company software (UPS, FedEx, etc.).
  • Experience with CRM systems (Salesforce, etc.)
  • Strong attention to detail to ensure accuracy of orders and overall customer satisfaction.
  • Organized, flexible, able to follow instructions and receive feedback.
  • Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed.
  • Fluency in second language a plus.

Staff Accountant

Basic Function

We are looking for an experienced staff accountant to join our Accounting Department, and under the general supervision from the Corporate Controller, perform general bookkeeping/accounting work of a moderate nature. This potion is great for those who are eager to learn and understand all aspects and details of business operations, and able to provide the management with findings and analysis of data that Accounting processes.

Nature and Scope

Key responsibilities include the following:

  • Processes Accounts Payable and double-checking A/P entries.
  • Resolve A/P issues and negotiate with vendors with payment terms or over billings.
  • Cost analysis such as on out-bound freight, operation cost, department spending etc.
  • Assist with budget vs. actual expense monitoring and comparison.
  • Margin analysis on accounts and products.
  • General ledger maintenance, assisting with monthly closing.
  • The potential of keeping track of pricing, sales, and margins per account through running various reports in NetSuite.
  • Maintain files, organize filing of soft and hard copies.
  • Other Accounting tasks as assigned.

 

Knowledge / Experience

To effectively carry out the above responsibilities, the Accountant should possess the following skills, knowledge and business experience:

  • Basic knowledge of principles and practices of general commercial accounting, understanding of GAAP.
  • Proficient in MS Office tools, Outlook, Word. Experience with NetSuite ERP system is a bonus. Strong Excel skills including VLOOKUP, pivot tables etc.
  • Excellent verbal and written communicative skills, and can work in a team to meet deadlines, with a sense of urgency.
  • Accurate and detail oriented, be able to provide useful and relevant data, analysis and conclusions in reports provided to management.
  • Skills in general ledgers, balancing and reconciling financial data and accounts.