Customer Service Technician

About the role

Join our team as a Customer Service Technician, where you’ll serve as a key link and go-to contact for internal and external customers, distributors, and cross-functional teams. In this role, you’ll handle detailed customer interaction daily, including issuing quotations, entering orders, communicating delivery schedules, resolving customer issues, and coordinating clearly with internal departments to keep operations running smoothly. Bring your ownership mindset, process-driven approach, and passion for customer care as you build trust quickly, support customers and distributors outside the company, improve workflows, and ensure seamless order execution.

Responsibilities

• Provide high-quality customer service and support for international customers/distributors outside the U.S. and Latin America, including Canada, Europe, and Asia.
• Process customer-related work including order entry, delivery/export support, case management, and customer requests.
• Cook up with internal departments and external customers/distributors to resolve issues and ensure smooth order and delivery flow.
• Manage multiple tasks in an organized, efficient, and professional manner while maintaining strong customer focus.
• Communicate clearly through email, systems, and occasional phone/customer interaction as part of day-to-day case and order support.

Requirements

• A High School Diploma or GED
• 4+ years of relevant professional experience working in an office environment
• 2+ years of experience in a customer service environment, ideally managing customer requests, order-related activities, and delivery coordination.
• 2+ years demonstrated experience in both written and verbal communications with internal and external stakeholders
• 1+ years’ experience analyzing customer requirements to support issue resolution and service delivery

Core Competencies

• Customer Focus: Deliver exceptional service and resolves issues quickly.
• Problem Solving: Analyze needs and provides effective solutions.
• Communication & Collaboration: Build trust with customers and internal teams.
• Process & Systems Management: Manage customer orders and workflows using ERP System; proficient in Microsoft Office tools.
• Mechanical Aptitude: Apply hands-on understanding to support customer and product needs.
• Ownership & Accountability: Stay organized, self-motivated, and focused while proactively driving tasks to completion with urgency, accuracy, and reliability.
• Adaptability: Manage multiple priorities and shifting customer needs while staying on task in a fast-paced, customer-focused environment.

Priorities

• A degree from an Associate’s or Bachelor’s program
• Experience with SAP, Salesforce, or another ERP/CRM system
• Comfortable learning about mechanical products

Travel and Work Arrangements

Position based onsite in Quincy, IL or Charlotte, NC
Work Authorization: US Citizen or Permanent Resident

What We Offer

• Comprehensive benefits package including health care options, dental and vision coverage, wellness programs, life insurance, a robust 401(k) plan, paid time off, and an employee stock grant
• Commitment to achieving workforce diversity reflective of our communities
• Equal opportunity employer