Customer Support Representative

About the Role

The Customer Service Support Representative is responsible for delivering exceptional service to customers and supporting the end-to-end order management process. Team members work closely with customers, sales representatives, and cross-functional departments to provide accurate information, resolve issues, process orders, and ensure a positive customer experience. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to continuous improvement. Responsibilities vary based on job level and experience.

Responsibilities

• Provide professional and timely support to customers, sales representatives, and internal team members.
• Respond to customer questions about products, pricing, delivery dates, warranties, order status, and services.
• Enter, review, and manage customer orders accurately from receipt through shipment.
• Prepare and maintain customer records, forms, reports, and other required documents.
• Provide accurate information about pricing, product availability, delivery schedules, and order status.
• Review purchase orders and customer requirements for accuracy and compliance with company procedures.
• Work with Sales, Production, Engineering, Quality, Finance, and other departments to resolve customer issues.
• Identify and address problems with orders, deliveries, pricing, or customer requests, and escalate issues when needed.
• Monitor and resolve order holds and other issues that may delay order processing.
• Maintain accurate records and data in company systems.
• Follow company policies, procedures, and standard operating procedures to ensure quality and consistency.
• Support improvement efforts that increase customer satisfaction and efficiency.
• Perform other duties as assigned.

Qualifications

• Working knowledge of customer service procedures, practices, policies and related regulations.
• General knowledge of Hengstler Dynapar products, marketing programs, and/or customer specific requirements is very desirable.
• This is a critical customer contact position requiring excellent oral and written communication skills including tact and diplomacy, a pleasant, understandable phone-voice, and ability to converse fluently in English.
• Proven, successful and verifiable experience in a first-line customer contact position is desirable.
• Position requires computer proficiency with MS Office programs and the internet.
• A high degree of accuracy and attention to detail is critical for success in this position.

Pay

The salary range for this position (in local currency) is 17.64-32.74