Role Purpose: Responsible for order entry and providingcustomer support for various markets.Essential Functions & Responsibilities:Maintains rapport with sales staff and offices.Provides information relating to orders, technical inquiries, estimate requests, order status, availability of parts, retrieval of PO’s and submission of invoices to/from customer websites.Build and maintain internal rapport with the Manufacturing and Quality departments regarding the delivery status of orders, the Engineering department for technical inquiries and the Finance department for credit approvals and assistance with collections required.CoordinationSupports technical and commercial sales team by maintaining customer files relating to equipment sales and/or rentalsPrepares order acknowledgment to end userReceives and prepares customer complaint documentation and submits to appropriate internal personnelFollow up with internal personnel on missing or delayed shipmentsWorks with accounting department to verify credit of (new) customersCustomer SupportDevelops and maintains positive customer experience via telephone and email correspondencesSupports the sales staff as well as external customers including all estimate and order requestsInforms the customer of unit prices, shipping date, anticipated delays, and any additional information needed by customerFax or email order acknowledgements to customerFollows up with Manufacturing personnel on the status of stock itemsRecords or files copy of orders received according to ERP order numberPrepares special paperwork such as Letter of Credit or Country of OriginUses best judgement to determine when to escalate to ManagementPerforms required follow ups to ensure optimal customer experienceAdheres to department and company policies and proceduresPerforms other related duties as assigned, including project work and task force team assignmentAdministrative SupportProactively communicates shipping or order delays to impacted customersTracks and follows up with customers who have defaulted on agreed upon payment terms and collaborates with Finance to achieve resolutionPerforms archiving of completed sales ordersScreens incoming calls and correspondence and responds independently when possibleAdditional Administrative duties as requiredMarketingSupports the product plans based on customer requirementsActively supports the development and collation of marketing materialsSupports the coordination of trade show exhibits, customer surveys, website updates, technical publications, and product catalogueOther Significant Role Requirements:Exhibits degree of independence within agreed policies, targets and budgetsDevelops and applies new, innovative approaches to complex business situationsAbility to apply discountsSupervision: This is not a supervisory position.Customer Focus:This is a high visibility position with a critical impact on the company’s future. Internal and external contacts include all levels of employees within the company, division management, consultants, and other professional business contacts within the industry. External contacts are frequent and key to the effective execution of the objectives of the company. Regular communication with outside agencies, customers, distributors and professional groups are key to developing solid working relationships. Frequently these interactions will involve extremely complex, emotional and sensitive issues. Success in this area is vital for the development of the existing and future business.Education and/or Experience:Required:HS Diploma or equivalent required3 years of customer service experienceProficient with Microsoft Office, Microsoft TeamsExperience with CRM software, Salesforce requiredStrong sense of customer service and excellent organizational and administrative skillsPreferred:Associates Degree or Bachelor’s Degree preferredSales or Sales Support experience preferred, but not required