The Job

A Customer Service Lead (Buying Experience Specialist) contributes to the success of Hartwig by organizing and coordinating new capital equipment orders of CNC machine tools from purchase order through install with a goal of ensuring organizational effectiveness, efficiency and a positive customer experience. This position also provides back-up on tasks related to CNC machine tool repair and maintenance support. The customers we serve are in a variety of industries and rely on the Hartwig team to install, repair and inspect their equipment to prevent expensive machine failures from occurring. Main responsibilities of this full-time position based in our Kansas City, MO office include:

• Review, enter, and maintain data, such as CNC machine tool information, delivery information and installation documentation in proper systems and software.
• Work with internal team members to coordinate expectations and installation schedules for our customers on their machine tool and accessory orders.
• Work closely with the logistics team to follow procedures and provide necessary information to allow cost effective and smooth transport of machine to customer location.
• Monitor shipment dates throughout the machine order process and proactively communicates changes and research missed ship dates as needed.
• Provide proper installation preparation information to the customers and Service Engineers prior to the installation date to verify both are prepared for the job at hand.
• Process all the install paperwork / backups back to the manufacturer.
• Create installation work order in Field Point.
• Conduct customer introduction and follow-up calls and visits to establish and maintain good working relationship.
• Participates in weekly team meetings, provides group with updates and receives feedback
• General office duties to include answering and directing incoming phone calls, sorting mail, and other administrative support as needed.
• Assist in set-up and facilitation of training sessions, open houses and other company functions, which may include invitations, registration, food and beverage, set-up and clean-up.
• Accounts Receivable tasks to include occasional collection calls, maintains COD and On Hold customer listing, obtains appropriate sales tax exemption certificates, research customer payment discrepancies, assist in tracking commission orders and timing of payment from vendors.
• Partner with Regional President to assist in overall operational efficiencies of office workflow and facility
• Individual will be cross trained to handle installation base repair and maintenance support when that individual needs back-up or coverage during times out of the office.

The Skills

Individuals who ideally fit this role should meet the following qualifications:

• 4 years' experience working in a fast paced customer service environment; preferably in manufacturing.
• Strong interpersonal communication and customer relationship building skills
• Proficient in Microsoft Excel, Word and Outlook
• Excellent attention to detail and follow through
• Strong negotiation and persuasion skills
• Demonstrated problem solving and decision-making ability
• Professionalism and ability to build long-term relationships with team members and customers

The Organization, The Team and Our Benefits

Hartwig's team of over 200 professionals throughout the U.S. is dedicated to helping manufacturers control and power the growth of their business. To achieve this, team members are given the tools and training for success. In addition to a comprehensive first year training program and on-going professional development, Hartwig provides a full benefit package including health, dental, vision, life and disability insurances.

Compensation is also a key element in your decision to join the Hartwig team. In additional to an annual salary team members are eligible for an annual bonus and our 401k program has a 20% match.

With over 70 team members who have been with us 10 years or longer and over 12,000 machine installations since our founding in 1960, Hartwig has gained a reputation for superior service, integrity and support. We would be honored to have you consider joining our team.

Hartwig, Inc., including all operating subsidiaries, is an Equal Opportunity Employer-M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.