FIS - Customer Service Representative

Job Locations US-NH-West Lebanon
Posted Date 4 months ago(3/16/2020 10:54 AM)
Requisition ID
Company (Portal Searching)
FUJIFILM Dimatix, Inc.





Fujifilm Dimatix, Inc. strives to offer a healthy work environment that promotes individual responsibility and growth, a collaborative spirit, and an atmosphere that encourages learning, professional development and achievement.


We search for the most talented and qualified people for both external and internal opportunities. At Fujifilm, performance, development and accountability are the standards to which the company and its people strive toward. And to support its employees, we offer programs that motivate, educate and promote a healthy work-life balance, which increase employee satisfaction and overall personal well-being.


Fujifilm is committed to offering a comprehensive and flexible benefit program to meet the needs of employees and their families. This flexible approach allows employees to create a program that fits their lives.  At Fujifilm, INNOVATION and PEOPLE matter.


FUJIFILM Dimatix, Inc. is an E-Verify Employer


 ATTN Staffing Services:  We do not accept unsolicited resumes.

External US



The FIS Business Systems Specialist leads by example to meet or exceed customer expectations through the use of strong, positive working relationships developed both internally and externally.  Effectively manages customer quotes, purchase order entry and follow-up, and billing & invoicing.  Works with operations to schedule, monitor, perform SAP processing and provide customer feedback for returned goods.    Manages customer order streams in conjunction with Production Planning, while employing excellent communications skills, particularly when allocation, line down, or other challenging conditions are present.  Provides prompt price & delivery quotes for products as needed and coordinates the return of defective product via RMA for warranty consideration.  Works with Finance to facilitate quick resolution to credit and invoicing issues as they occur.  Works in conjunction with the Supply Chain and Manufacturing to perform backlog management.  Must be an expert user of ERP systems and Microsoft Office while having a continuous improvement mindset.   Able to run ad hoc reports providing clear, accurate decision making information on short notice.  Is process driven, capable of defining moderately complex problems, and actively participate in their resolution.  Values a team approach which embraces best practices, cross training, and seamless coverage.




Developing professional expertise, applies company policies and procedures to resolve a variety of issues. 


Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.


Normally receives general instructions on routine work, detailed instructions on new projects or assignments.


Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.






  • Excellent interpersonal skills – able to develop highly functional relationships with both customers and fellow employees while constructively and effectively managing the more challenging ones.
  • Business system expert – be highly functional in the use of SAP (preferred) or equivalent.  Train/assist other employees in its use.  Drive continuous improvement in the use of business system features.
  • Excel experience – ability to competently export (from SAP) and manipulate data in the creation of concise, accurate reports used by many constituencies for decision making.
  • Best practices champion – lead effort to identify, design and document department processes as a means of standardizing department activities and simplifying new employee training.
  • 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.
  • 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.
  • Coordinate and drive selected administrative projects
  • Accurately maintain SAP customer files.
  • Manage our quoting software and lead efforts to prepare quotes and coordinate complex proposals.
  • Ensure that proper NDA’s are in place with all prospects and customers of FIS.
  • Coordinate buy and resell ink program, working closely with ink partners.
  • Coordinate software license program
  • Consistent accuracy in all aspects of the job.
  • Work effectively with all levels of organization.





  • No direct supervision.




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.





  • Requires a Bachelor’s degree and a minimum of  2 years of related experience; or an advanced degree without experience; or equivalent work experience.
  • Minimum of 2 or more years of related experience in a customer service or business administration environment or equivalent.
  • Excellent interpersonal skills with the ability to communicate clearly, persuasively and professionally, both orally and in written form.
  • ERP expert (preferably SAP)
  • Strong 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 projects and multiple priorities simultaneously, as well as the ability to organize and prioritize work, including excellent organizational skills.
  • Ability to make recommendation to effectively resolve problems or issues, by using judgment and past experience.
  • Ability to follow written and verbal instructions as well as the ability to suggest improvements.
  • An extremely perceptive person, who is capable of relating 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.




  • 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


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 to use PC – visual acuity and dexterity to keyboard.




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 office environment.



  • 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.

FUJIFILM Dimatix is an E-Verify Employee





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