Customer Service Rep

Responsibilities

• Delivering a personalized customer experience by understanding customer needs, providing solutions and ensuring that solution is delivered accurately and promptly.
• Assist customers with technical issues, find the correct solution and/or parts for their equipment (needs), sell the solution/parts and quote prices via the phone, fax, or e-mail promptly and accurately.
• Assist customers to identify the parts they require for their specific machines utilizing the ERP system, Bill of Material system, machine manuals and assembly and part drawings.
• Assist customers in troubleshooting technical problems.
• Work closely with the Field Service, Final Assurance and Engineering to solve customer issues.
• Follow-up on open quotes by contacting customers in order to complete the sale.
• Process customer quotes and sales orders quickly for prompt delivery.
• Ensure that every customer is well informed on all SupportPro offerings that apply to their equipment.
• Follow up customers needs via e-mails, promotional materials, marketing literature, quotes, etc.
• Execute special promotional offerings by explaining to customers the benefits and value of the promotion.
• Pro-actively place calls to targeted customers in order to promote SupportPros offerings.
• Document calls in CRM.
• Work with Materials team to ensure parts are shipped timely and parts are returned.
• Assist Accounting with collection efforts when input from the parts team is required.

Qualifications

• 2-5 years of experience in Inside Sales or Customer Service.
• Associates degree preferred.
• Some experience with ERP Systems, Microsoft Office Suite and Salesforce.
• Some ability to read blueprints.
• Prior experience in a manufacturing environment, with knowledge of machines and machine components preferred.

Skills

• Customer Focused
• Communication proficiency (written and oral)
• Professional and customer friendly telephone manner
• Teamwork
• Technical Aptitude
• Technical Knowledge
• Proficiency in blueprint reading
• Accuracy of order processing
• Computer proficiency - Word, Excel, Safeforce, ERP
• Proficiency in multi-tasking in a fast-paced environment

Benefits

• Competitive salary
• Comprehensive benefits package including Medical, Dental, Vision, Flexible Spending Account including Dependent Care, Health Savings Account, Life Insurance, Short Term Disability, Long Term Disability, 401-K, Paid Time Off, and Paid Holidays.