Customer Support Representative

Position Overview:

BUCHI Corporation is seeking a customer-focused and detail-oriented Customer Support Representative to join our Customer Support team on a temporary-to-hire basis. This position plays a vital role in delivering an exceptional customer experience by managing the complete order lifecycle—from quotation through invoicing—while serving as the primary point of contact for customer inquiries, returns, warranty requests, and order status updates.

The Customer Support Representative collaborates closely with Sales, Service, Finance, and Warehouse Operations to ensure timely, accurate, and professional support. The ideal candidate is an effective communicator with strong organizational skills, a proactive approach to problem-solving, and a commitment to providing outstanding customer service. Based on business needs and individual performance, this temporary assignment may lead to a regular full-time employment opportunity with BUCHI Corporation.

Key Responsibilities:

·        Manage the end-to-end order management process for Sales and Service, including quote generation, order entry, order tracking, invoicing, returns, warranty claims, and product availability inquiries.

·        Respond to customer inquiries via phone, email, fax, and web channels in a timely, professional, and courteous manner.

·        Serve as the primary liaison between customers and internal departments to ensure efficient communication and issue resolution.

·        Maintain accurate customer and contact records by following BUCHI CRM standards and best practices.

·        Document all customer interactions, order activities, and communications within the CRM system.

·        Support Sales Representatives and Service Engineers by preparing quotations and responding to product and service-related inquiries.

·        Build and maintain positive customer relationships by demonstrating professionalism, integrity, empathy, and responsiveness.

·        Collaborate effectively with cross-functional teams to ensure seamless customer support and operational excellence.

·        Maintain accurate records and comply with company document retention policies.

·        Identify opportunities to improve customer service processes and recommend solutions to management.

·        Perform additional duties and special projects as assigned.

Performance Expectations:

·        Meet established phone availability and schedule adherence standards to ensure consistent customer coverage.

·        Respond to customer requests and resolve inquiries within established service level expectations.

·        Contribute to individual, departmental, and organizational performance goals.

·        Demonstrate accountability, accuracy, and a commitment to continuous improvement.

Basic Qualifications:

·        High school diploma or equivalent required.

·        Minimum of two (2) years of customer service, order management, inside sales support, or related experience.

Required Skills & Competencies:

·        Experience using CRM systems.

·        Working knowledge of SAP or similar ERP software.

·        Excellent verbal, written, and telephone communication skills.

·        Strong customer service orientation with the ability to build trust and maintain positive customer relationships.

·        Ability to analyze customer issues, prioritize requests, and provide timely, effective solutions.

·        Strong organizational, multitasking, and time management skills with exceptional attention to detail.

·        Demonstrated ability to work collaboratively within cross-functional teams.

·        Positive attitude with a strong sense of ownership, accountability, and professionalism.

·        Ability to adapt quickly to changing priorities, products, and business processes.

·        Strong problem-solving skills and a sense of urgency when addressing customer needs.

What We're Looking For:

The successful candidate is an organized, service-oriented professional who thrives in a collaborative environment. They demonstrate excellent communication skills, attention to detail, and a commitment to exceeding customer expectations while supporting BUCHI Corporation's mission of delivering exceptional products and service.