Customer Service Representative

ProMach · Perrysburg, OH · 2 wk ago

Customer ServiceFull-time

About the role

The Customer Service Representative (CSR) plays a critical role in enhancing customer satisfaction and meeting company revenue and profit goals. They interface with customers, maintain high-profile contact, and provide personalized attention. The CSR also assists with marketing programs and promotions, gathers market intelligence, and helps price start-up spare part kits.

Responsibilities

Identify key contacts within customer facilities and maintain high-profile customer contact to guarantee quality customer service
Interface closely with Materials, Engineering, and Service teams to ensure accurate information transfer
Receive and process customer requests for parts
Act as an effective liaison between our customers and our business, providing a high degree of personalized attention
Provide superior customer service by determining and assisting customer needs in a timely manner
Provide customers accurate part pricing quotations and order confirmations to support aftermarket profitability objectives
Make upsell suggestions to customers based on historical purchasing data and items they are currently buying
Follow-up with customers on open estimates by directly, proactively, contacting them
Work with customer procurement systems (i.e. Ariba) for orders when required
Maintain the integrity of our Syteline database by identifying/correcting/communicating inaccuracies in customer information, parts, and/or pricing
Help with any marketing programs and promotions that drive parts sales
Create and maintain installed machine library based on feedback from customers
Liaise with the AR Department to help resolve past due invoices as efficiently and expeditiously as possible
Empathize with customer and ensure that proper customer complaint follow up is conducted
Interface with various outside vendors to identify, purchase, and supply parts to end users
Maintain and create price records including the pricing of new items using supplied calculator
Enter parts orders into the system, work with Shipping on expedited orders, confirm and enter payment terms as necessary
Coordinate special or crucial orders to ensure these orders are expedited and handled correctly for shipment
Process repairs, returns, and credit memos in a timely manner
Make recommendations to management concerning improvements to processes and procedures, requirements, and other needs as identified
Help price start-up spare part kits for new customers
Assist with general departmental operations, other duties, and/or special projects as assigned

Requirements

A high school diploma or equivalent
Excellent verbal and written communication and customer service skills
Knowledge of packaging equipment helpful
Experience in manufacturing environment preferred
Experience and proficiency with an ERP system, Windows, Word, and Excel helpful
Infor/Syteline a plus
Experience with Salesforce or other CRM software preferred
Good interpersonal skills to interact in a positive manner with both internal team and customers
Great team player

Qualifications

Proven ability to handle multiple tasks and prioritize effectively
Strong organizational and analytical skills
Ability to work independently and as part of a team
Attention to detail and accuracy in record keeping
Strong problem-solving and decision-making skills

Skills

Customer service skills
Communication skills
ERP system knowledge
CRM software proficiency
Problem-solving abilities

Benefits

At Lako, you will enjoy the benefits of working with a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

Pay

Compensation is competitive and commensurate with experience. Placement within our salary range is determined based upon years of directly relatable experience for your position. These components, along with local and national compensation survey data, contribute to deciding a candidate's potential starting rate of pay.

Schedule

This is a full-time position with flexible hours to accommodate the needs of the customer base.