Customer Service Rep 1

Position Summary

The Customer Service Representative is responsible for providing support to customers across North America. This role manages all aspects of spare parts order processing - including quoting, order entry, documentation, communication, and issue resolution - while ensuring an exceptional customer experience.

Essential Duties And Responsibilities

• Respond to customer phone calls and emails for North American customers.
• Create and process quotes, sales orders, pick tickets, packing lists, shipping labels/Bills of Lading, and customer invoices for spare parts.
• Generate clear, professional emails explaining quote details, part availability, and related information to ensure customer understanding.
• Cookyware with higher-level technical support when technical details or engineering clarification is required.
• Create quotes on behalf of the Customer Relations Manager during customer visits or business travel.
• Submit purchase orders to vendors as needed and follow up to confirm receipt, order acknowledgments, and delivery timelines.
• Resolve customer concerns related to delivery expectations, order discrepancies, and late shipments.
• Manage customer returns and generate Return Material Authorizations (RMAs).
• Contact customers by phone to verify account information, order details, and follow-up requirements.
• Identify part numbers requested by customers and gather needed documentation (photos, machine serial numbers, etc.) when unknown.
• Support ongoing trend tracking by gathering competitive information and observing customer behavior; report insights to the Parts Department Manager.
• Absorb warehouse operations by picking, packing, and shipping orders during staff absences or peak workload periods.
• Maintain accurate records, documentation, and communication throughout the order workflow.

Qualifications

• Experience: Customer service, inside sales, order processing, or parts department experience preferred.
• Education: High school diploma or equivalent required; additional technical or administrative training preferred.
• Technical Skills: Proficiency in Microsoft Office (Outlook, Excel, Word, OneNote, PowerPoint).
• Ability to read and understand product information, part numbers, and order documentation.
• Language: Bilingual proficiency in English and Spanish preferred but not required
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and attention to detail.