International Customer Service Representative

The International Customer Service Rep/Project Coordinator is responsible for providing excellent customer support and sales assistance to an assigned customer base through phone and email contact, customer visits and tradeshow activities. Managing and working with other departments to manage ERCM/HRCM projects.

Customer Order Management (COM)

· Entering orders placed by customers within 24 hours of verified shipping instructions

· Proactively recommend updated products to customers to increase customer satisfaction and improve transactions profitability.

· Facilitator for Production Control to ensure production schedule maintained, orders expedited as necessary, past due issues communicated

· Facilitate for Accounting Credit Card & Payment in Advance terms

· Provide before and after sale documentation for customers as required

· Manage change orders

· Process credit memos

· Present price, delivery, credit and freight terms in accordance with standard work instructions, written or verbal

· Ensure certification requirements are met

· Double check others order as assigned

· Supply status updates to existing orders

Inside Sales

· Proactively recommend updated products to customers to increase customer satisfaction and improve transactions profitability.

· Recommend alternative products, newer Elkhart Brass technology or competitor equivalent based on cost, availability or specifications

· Educate customers about terminology, features & benefits of products to improve product related sales and customer satisfaction

· Basic technical assistance

· Project Manage ERCM & HRCM

Customer Service

· Maintain customer records by updating account information in Infor XA

· Resolves product or service issues by clarifying customer complaints, determining the cause, selecting & explaining and implementing the best solution

· Capture product & service issues in CRM Quality Technical Incident

· First line of contact via phone or email with all external customers

· Process Repair orders per standard work instructions

Education/Experience

· Bachelor’s degree or equivalent combination of education and experience required

· 2 years of customer service experience in manufacturing environment required

· International experience preferred

· Project Management experience preferred

· Knowledge of another language is preferred but not required

Computer Skills

· Proficient in keyboarding required

· Proficient in Microsoft Office required

· Order processing software/ERP systems, AS400 experience preferred

· Internet-based software, including CRM, Sales Force preferred

Pay: $45,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000 - $70,000