Customer Service Representative

About the role

Quest Industrial is a subsidiary of ProMach with production facilities in Monroe and Middleton, WI. Quest 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.

Responsibilities

• 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
• 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
• 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
• 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
• Cook up 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 analytical and problem-solving skills
• Ability to work independently and as part of a team
• Excellent organizational and time management skills
• Proficiency with Microsoft Office Suite

Skills

• Customer service orientation
• Communication and interpersonal skills
• Problem-solving and decision-making abilities
• Attention to detail
• Ability to work in a fast-paced environment
• Basic computer skills (Microsoft Office Suite)

Benefits

• Comprehensive medical/dental programs
• Life insurance
• Paid time off program
• Roth and Traditional 401(k) plans with company match
• Wellness program

Pay

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

Full-time position

What’s in it for you?

There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career. In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. The education and experience you bring to a role with us matter. 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. Total compensation includes your pay, potential short-term incentive opportunities, comprehensive medical/dental/vision programs, as well as life insurance, disability insurance, paid time off programs, a retirement savings plan with a company match, and a wellness program. 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!