Primetals Technologies, a worldwide leading engineering and manufacturer of capital equipment for the steel making industry, known for our strengths in mechanical engineering, electronics, automation, manufacturing, project management and service is hiring for the following position : Customer Service Advocate 2

Location : Alpharetta, GA Required Travel : 0-5%

Required Education : Typically, AS / AA in related discipline or advanced degree. Certification may be required in some areas.

Position Overview : The position is located in the Electrics and Automation Service group within Primetals Technologies USA LLC, Alpharetta, GA.

It reports to the EA Service Manager also based in Alpharetta, GA. Main position responsibilities include customer service, handling inquiries about order status, shipping, pricing, semi-complex customer problems, processing orders from inquiry through invoicing, proposal generation, scheduling, and support of the sales team.

Other responsibilities include customer service to guide investigations and resolution of semi-complex issues, guiding activities with other internal departments, referral to proper channels for technical support, maintaining databases and tracking proposals, gathering customer information, maintaining and guiding the prioritizing of supplier schedules, maintain field service schedules, and monitoring associated financials.

Duties in general to include :

• Field incoming customer requests, generate and monitor quotations, order booking and invoicing.
• Guides customers with referral to appropriate specialist for technical support and / or semi-complex problem resolution.
• Support all active Service / Spare Part Orders.
• Support all aspects of order process (order acknowledgement, purchase order requisitions, financial monitoring, logistics, invoicing)
• Provide support of scheduling for site service, domestic and global suppliers, and all customers.
• Support upkeep of case management tool, customer needs, supplier schedules.
• Assist with field service engineer scheduling.
• Support vendor management including new vendor set ups, review / approvals of invoice, tracking / POD, GR execution.
• Monitor AR reports and act as needed to resolve unpaid overdue invoices.

Required Skills / Knowledge, Education and Experience :

Skills :

• Understanding of organization's business practices and issues faced and contributes to problem resolution of those issues.
• Strong communication skills, written and verbal. Primarily intra-organizational contacts and external contacts.
• Advanced knowledge of concepts, practices, and procedures including SAP.
• Demonstrates and applies comprehensive knowledge of field of specialization to the successful completion of semi-complex assignments.

Experience : Typically, 3-5 years of successful experience in related field and successful demonstration of Key Responsibilities and Knowledge as presented above.

Capabilities :

• Well organized, detail oriented
• Team Player proactive in department meetings, proactive in requesting resources for support when needed.
• Excellent oral / written communication skills polite, professional.
• Self-motivated, ability to handle assignments with minimal supervision.

Last updated : 2024-05-20