Customer Service Technician

About the role

The Customer Service Technician is an integral part of a dynamic and highly communicative cross-functional team environment. This position involves detailed interaction with internal and external customers, including issuing quotations, order entry, and communicating delivery schedules. It also involves communicating clearly with all internal departments and customers/distributors outside the company on a daily basis.

Responsibilities

• Run reports to monitor and correct online orders to ensure accurate data
• Communicate with customers via email, Sales Force, or telephone regarding open orders, technical information, and support in understanding the product
• Work with the Shipping, Engineering, Operations, Quality, Product Management, Distributor Development, and other pertinent departments to ensure excellent communication
• Sources information via SAP, lead-time sheets, and purchasing tracking logs and analyzes data to understand trends and communicate the best available information to the customer
• Works directly with Scheduling to communicate any requests or changes in the order book
• Creates and understands the credit and debit process for returns, damaged freight, pricing, and various other issues, creates quotes for units, parts, and repair opportunities
• Creates freight claims for damaged or lost shipments
• Communicates and supports the Sales team with ship dates, sales opportunities, and other information that may be pertinent

Requirements

• A high school diploma or GED
• 3+ years of experience with product and/or customer service
• 1+ years of experience using Microsoft Word, Excel, and PowerPoint

Core Competencies

• Ability to provide first-class customer service & support by e-mail and phone
• Ability to handle multiple tasks in an efficient and professional manner
• Excellent written and verbal communication skills with the ability to handle internal and external contacts in a positive, assertive, and effective manner
• Able to interact and coordinate with internal company resources and vendor resources to resolve issues for customers and distributors
• Analytical skills to aid in assessing customer needs

Priorities

• Bachelor’s Degree in Business, Marketing, or Technical related field is preferred
• SAP knowledge and experience preferred
• Service notifications are a plus
• Sales Force knowledge a plus

Travel & Work Arrangements/Requirements

On-site with travel limited to rare circumstances only

What We Offer

• Comprehensive benefits package including health care options, life insurance, a robust 401(k) plan, paid time off, and employee stock grants