Customer Service Representative

About the role

Quest Industrial, a subsidiary of ProMach with production facilities in Monroe and Middleton, WI, seeks a talented Customer Service Representative to join our growing Aftermarket team. The CSR is responsible for interfacing with customers while providing enhanced customer satisfaction and meeting company revenue and profit goals. This is a unique opportunity to join a growing industry with a promising future.

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 customers and the business, providing a high degree of personalized attention.
• Provide superior customer service by determining and assisting customer needs in a timely manner.
• Provide customers with 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 (e.g., Ariba) for orders when required.
• Maintain the integrity of the Syteline database by identifying, correcting, and communicating inaccuracies in customer information, parts, and/or pricing.
• Assist with marketing programs and promotions that drive parts sales.
• Gather market intelligence to secure and enhance market position.
• Create and maintain an 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 customers and ensure 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 pricing new items using a supplied calculator.
• Enter parts orders into the system, work with Shipping on expedited orders, confirm and enter payment terms as necessary.
• Manage multiple priorities in a timely fashion, including reviewing customer orders, making decisions based on departmental rules and conditions, and providing order status and part number information to internal and external customers.
• 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.
• Suggest safety stock levels based on order volume and activity.
• Help price start-up spare part kits for new customers.
• Assist with general departmental operations, other duties, and/or special projects as assigned.
• Partner with other ProMach companies to capitalize on synergistic opportunities.

Requirements

• High school diploma or equivalent.
• Excellent verbal and written communication and customer service skills.
• Knowledge of packaging equipment helpful.
• Experience in a 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.

Benefits

• Comprehensive medical and dental programs.
• Life insurance.
• Generous paid time off program.
• Retirement savings plan with a company match.
• Benefits are eligible on the first day of employment.