Senior Customer Service Representative

Responsibilities

• Utilize (D365) to manage customer accounts, process orders, maintain accurate records, track sales activities, and generate reports to monitor performance and growth opportunities.
• Ensure accuracy of purchase orders, quotations, pricing, customer records, and sales documentation while maintaining data integrity and compliance with company standards.
• Resolve customer and supplier issues related to invoicing, warranties, pricing discrepancies, order fulfillment, and other escalated matters.
• Collaborate with Operations, Engineering, Purchasing, Accounting, and Logistics teams to support customer requirements, product delivery, and business objectives.
• Ensure compliance with work instructions, sales terms and conditions, ISO 9001 requirements.
• Analyze sales performance, customer activity, and market trends to support forecasting, annual planning, and revenue growth initiatives.
• Cooky customer inquiries, quotations, purchase orders, returns, and pricing activities to maximize customer satisfaction and profitability.
• Report on account performance, sales activity, customer trends, contract status, and growth opportunities to the aftermarket manager.
• Support sales campaigns, product promotions, and continuous improvement initiatives that enhance customer satisfaction, operational efficiency, and sales effectiveness.
• Mentor Customer Service Representatives on customer service best practices, sales processes, and system utilization.
• Meet established KPIs related to revenue growth, customer satisfaction, order accuracy, response times, issue resolution, account retention, and D365 data accuracy.

Requirements

• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook); experience with Microsoft Dynamics 365 (D365) and manufacturing, rail, industrial equipment, or heavy-equipment environments preferred.
• 5–7 years of customer service, inside sales, account management, aftermarket sales, or related experience, with a proven track record of building customer relationships, growing accounts, achieving sales objectives, and resolving complex customer, warranty, and escalated service issues.
• Strong analytical, organizational, and problem-solving skills with the ability to evaluate sales performance, customer activity, and business trends while managing multiple priorities with a high degree of accuracy and attention to detail.
• High School Diploma or GED required. Associate or bachelor’s degree in business, Sales, Marketing, Operations, or a related field preferred.

Skills

• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook)
• Experience with Microsoft Dynamics 365 (D365)
• Experience in manufacturing, rail, industrial equipment, or heavy-equipment environments
• Strong analytical, organizational, and problem-solving skills
• Ability to evaluate sales performance, customer activity, and business trends
• High degree of accuracy and attention to detail

Qualifications

• High School Diploma or GED required.
• Associate or bachelor’s degree in business, Sales, Marketing, Operations, or a related field preferred.

Benefits

• Multiple health plan options through Blue Cross Blue Shield, Health Savings Account (with company match) or Flexible Spending Accounts, depending on selected health care plan
• Two Dental plan options through Blue Cross Blue Shield
• Vision plan through VSP
• Paid time off (vacation and 11 paid holidays)
• 401k plan with company match
• Life/AD&D insurances (both company-paid and additional voluntary options)
• Sick leave, Short-term Disability and Long-term Disability plans (company-paid)
• Employee Assistance Program (EAP, company-paid)
• Three Aflac plans
• Two pet insurance plans