Customer Service Representative

Primary Responsibility: Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax, and occasional public interaction (trade shows, customer site visits, internal and external). Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written. There are three customer service representative tiers that define levels of training, ability, and responsibility: CSR I CSR II CSR III Core competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis. Duties and Responsibilities: Provide the best customer service in the industry Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations Establish and maintain customer records and contact information Processing of inquiries for product quotes (duplicate units and new units) Processing of sales orders from customer purchase orders (duplicate units and new units) Daily quote follow up and quote status updates including closure Expedite and communicate status inquiries on unit/part quotes and sales orders Communicate information on product applications, features and benefits Support after sales inquiries for parts, service, repairs, warranty, policy and commercial issues Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements Support continuous improvement initiatives and processes through active involvement Manage waste responsibly (utilize proper containers, participate in the recycling programs) Promote energy conservation Actively support and maintain business objectives and initiatives Other duties as assigned to meet departmental and company objectives Minimum Qualifications Education/Experience Associate degree with 3 - 5 years’ Customer Service experience OR GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries Other Candidate Qualifications Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information Able to handle pressure well and be detail-oriented Integrity and high ethical standards Strong organizational skills Fluent in standard Windows based application Knowledge of Epicor ERP system is a plus Ability to work in team and individual environments without supervision, self-motivated. Ability to work collaboratively across functions to accomplish goals and meet company objectives Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals Ability to thrive in a fast-paced environment Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics Ability to assess own stre…