Customer Service Representative

The Customer Service Representative acts as a liaison between the company and our customers, sales representatives, product certifiers, and departments (engineering, manufacturing, accounting, etc.) to calculate and send quotes and sale orders, process warranties, and fulfill customers' various needs to ensure satisfaction. DUTIES AND RESPONSIBILITIESFields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful mannerSupports a network of independent manufacturer's sales representatives and / or sales partnersProcesses quotes and purchase ordersLog call data/info into CRM or ERP Coordinate with engineering personnel to get the customer's answers as required. Provide product, pricing and other relevant information as requested by Customers / Field TechsIssues warranty callsEnsures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)Solid understanding of the features and benefits of all products sold and serviced by the companyIn-depth knowledge of all warrantiesEnsures compliance with the company's quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaintsEnsures associate compliance with company time and attendance policies, and adherence to productivity and service standardsCommunicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.Make every effort to focus on doing it right to make sure the customer is happy or satisfied with our unitsProvide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.Perform other relevant duties as assigned by the supervisor and/or managerKEY PERFORMANCE METRICSCall logs (In- bound/out-bound)Data logTerritory management Product knowledgeOrder accuracy and validityCompleteness of ordersPHYSICAL REQUIREMENTSAble to sit for extended periods of timeAble to work on a computerMINIMUM REQUIREMENTSAssociate's/bachelor's degree in business (preferred)5 years of similar experienceExperience with interacting with customers, sales representatives, and back-office operations such as Engineering or ManufacturingExcellent communication skillsHigh energy levelStrong organizational skillsExperience with Salesforce and Epicor (preferred)Proficient in Microsoft applicationsGood analytical skillsAbility to multi-taskAble to work under pressure and meet deadlinesWorks under little to no supervision. Experience in international orders / shipments a plusContracts administration/bids knowledge a plus.BENEFITSMedical and DentalCompany Paid Health Reimbursement AccountFlexible Spending AccountsLife and Disability Insurances401(k) and Company Profit Sharing PlanGym Membership ReimbursementPaid Time OffAnd More!

Created: 2025-02-14