Position: Customer Service Representative

Department: Sales Support

Reports to: CSR - Lead

Location: Wooster, OH

JOB SUMMARY

Responds to customer requests for parts & service along with entering sales orders in the ERP system. Assists customers in application and machine selection process. Provides administrative support to warranty repair, post-warranty repair, and rental refurbishment functions. Uses superior customer-oriented etiquette and technical expertise to promote intimate customer relationships and expand sales opportunities whenever possible.

ESSENTIAL FUNCTIONS

• Accepts and responds to customer requests for parts and service while providing exceptional customer service.

• Works with customers on machine selection and application concerns.

• Process customer orders. Coordinate activity with sales representatives, verify order accuracy, monitor for updates, changes, etc. Conduct follow up on open orders, backorders, ship dates, etc. Determine freight arrangements with customers.

• Evaluates customer’s accounts for valid credit.

• Assists Repair Tech with administrative tasks warranty service claims, including interfacing with customers.

• Follows up on pertinent customer needs in a timely fashion.

• Maintain current knowledge of company products specifications and applications

• Works with sales and distributors to ensure proper machine configuration for rental orders.

• Prepare sales invoices, export documentation and related materials. Generate shipping documents. Maintain sales order files. Deliver documents to shipping department as needed.

• Maintains customer data files in the Intuitive and SalesForce Database’s.

• Documents all customer communication regarding quotes, sales orders, or service inquiries in SalesForce.

• Bills freight charges to customers.

• Contact customers about billing questions.

• Works with accounting to resolve billing issues.

• Assists with improvement projects for rentals, repair, and parts projects.

• Files documents as required.

• Assists in training team members in Parts / Service operations of the business.

• Support team members by assisting with overflow telephone calls.

• Perform clerical duties such as filing, copying, sorting and distributing mail.

• Handles stress in a professional manner, demonstrates the ability to get along with others, demonstrates successful attendance and punctuality, and works overtime / extra hours as required to meet business needs.

• Trains and mentor’s others of less skill and/or experience.

• Other duties as required.

EDUCATION AND EXPERIENCE

• Associate’s degree in business administration or related field; or 3 years of experience working with dedicated external customers in a global manufacturing industry.

• The following experience is required:

• Strong phone customer service and technical skills

• Excellent multitasking ability

• Demonstrated use and knowledge of a CRM, preferably with SalesForce.Com

• The following experience is preferred:

• Shipping Experience

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. While performing the duties of this job the employee is regularly required to speak and hear. The employee is also regularly required to stand or sit for long periods of time while using a headset and computer. The employee is occasionally required to lift up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to operations in the warehouse including moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, risk of electrical shock, and vibration. Office and warehouse have moderate noise levels. Machine/Product demonstrations and customer visits can have loud noise levels. Noise levels may be extreme and require the use of Personal Protective Equipment (PPE) which can be provided as necessary.

EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic which are protected by law. We are a VEVRAA Federal Contractor.