Responsibilities:

• Answer phones and provide feedback on product recommendations, stocking levels, order status, order tracking, etc.
• Issue quotations and process customer orders for multiple product lines.
• Provide alternative products/solutions for out-of-stock items or long lead-time items.
• Provide technical assistance to customers and team members.
• Attention to detail; error rate less than 1% required.
• 24-hour turnaround time for order entry into ERP system as well as returning customer voice mails and emails.
• Proactively contact customers with order status updates.
• Participate in Continuous Improvement activities.

Education & Experience: 

• 5 years’ experience in a manufacturing Customer Service environment.
• Some college a plus; technical/engineering degree preferred.
• Strong computer skills and a good working knowledge of MS Office and an ERP system.
• Must have technical experience, preferably in valves or similar products.
• Ability to use problem solving skills to identify and resolve customer-related issues.

Knowledge & Skills: 

• Excellent verbal and written communication skills.
• Customer focused.
• Self-starter; able to work autonomously and in a team environment.
• Excellent attention to detail.
• Ability to understand and eventually teach technical concepts in an understandable way.
• Strong willingness to assist other team members with customer-related issues.
• Demonstrated ability to multi-task.
• Advanced organizational and conflict resolution skills.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Other:

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands/fingers to handle or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate, typical of an office environment.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. EOE/AA/M/F/Vet/Disability