Overview

FEI is a dynamic organization that has lines of business in Distribution, Manufacturing, and Service, which all primarily serve the agriculture and energy industries.

This position acts as the direct point of contact for our customers. The customer service representative is responsible for providing effective customer service for all internal and external customers through in-depth knowledge of company products, services, and programs; as well as effective communication with colleagues and stakeholders. This person will ideally specialize in one or both of our key product divisions –Energy/Propane parts and equipment; and Fertilizer parts and equipment—with the drive to cross-train between the two.

Reports to
Customer Service Manager

Essential Functions:

• Field Inquiries from current and potential customers – over the phone, via email, and/or in-person.
  • Ask questions to further understand the needs of the customer and determine the correct product to best fit the customer’s needs.
  • Provide responsive and accurate follow-up to customers regarding initial quotes, order status, and product knowledge requests.
  • Partner with the sales team to meet and exceed customers’ service expectations.
  • Provide timely feedback to the company regarding service failures or customer concerns.
  • Provide technical product support and troubleshooting.
• Process customer orders/changes/returns according to established department policies and procedures.
• Gain proficiency in our product portfolio with understanding of product features, functionality, and general service-related issues.
  • Learn part numbers and descriptions to provide support to customers.
  • Attend assigned vendor and product training.
• Act professionally throughout all interactions – both internal and external.
• Accurately process sales orders for customers.
  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.