Position Summary

Acts as liaison between the Company and the customer and/or sales representative concerning quotes, orders and other inquiries. Investigates and offers solutions to customer challenges.

Essential Duties and Responsibilities include the following:

• Through JD Edwards software system, processes inquiries, orders, and requests received from domestic and international customers by telephone, fax, mail or company employee.
• Ability to understand technical drawings, equipment and systems in order to help define the customers' needs and provide accurate information and quotations as needed.
• Utilize the company's CRM (Salesforce) to enter in cases, liaise with engineering/supply chain and other departments as needed to be able to turn around quotations and proposals.
• First line response to customer requests for parts or unit availability, price quotations, delivery dates, and tracking of orders.
• Accurately update, maintain and modify accounts in the ERP database from information received, according to department procedures.
• Collect information needed for credit such as Letters of Reference and Bank References; provide information to accounting for approval of establishing credit limits.
• Follows up proactively on all quotations within set timeframe
• Maintains thorough knowledge of company products, customer requirements, and company procedures and practices relating to pricing, accounting terms and conditions and shop practices.
• Handles customer contacts in such a manner that there is continuous customer confidence in the Company, its products, its personnel, and its policies.
• Other duties may be assigned.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Education

Bachelors degree (engineering preferred) or equivalent 3 year technical degree (DEC) and a minimum of 1-3 year(s) related customer service experience and/or training; or equivalent combination of education and experience with an emphasis in customer service/technical sales.

Language Skills:

French and English (Written and Spoken).

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.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, margins, markups, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Plan and perform a wide variety of duties requiring general knowledge of company policies and procedures applicable within area of responsibilities, and including their application to cases not previously covered. Requires considerable judgment to work independently toward general results, devising methods, modifying or adapting standard procedures to meet different conditions, making decisions based on precedent and company policies.

Other Skills and Abilities

• Strong PC skills including Microsoft Office
• Experience with CRM and ERP systems a strong benefit (Salesforce and JD Edwards)
• Proven experience in related field
• Ability to read and interpret engineering drawings is a plus
• Must possess a valid driver's license in good standing

Travel

Travel is not required.

Physical Demands

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear.

The employee will be required to assist with general office and warehouse responsibilities including but not limited to shipping & receiving. The employee may occasionally lift items as heavy as 30lbs.

DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management's right to assign duties and responsibilities to this job at any time.