What are the responsibilities and job description for the Customer Service Representative III position at Iwaki America Inc.?
Position Summary: Provides friendly, effective, and efficient customer service by utilizing in-depth knowledge of company products and procedures.
Essential Functions
- Order management and general administrative functions – order entry, expediting, filing, tracking, etc.
- Communicates with distributors and customers by phone and email.
- Responds to product inquiries from domestic and international distributors and customers.
- Assist distributors and customers to ensure proper selection and installation of products.
- Prepares detailed quotations for distributors and customers.
- Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
- Prepares detailed repair evaluations and failure analysis. Consults with customer and repair technician for effective resolutions.
- Provides inside sales support, knows products, applications and product specifications, features and benefits to capitalize on opportunities to recommend products and alternatives in light of customer requirements.
- Provides phone and email technical support for products including pumps, motors, and related accessories (Iwaki Pumps)
- Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
- Reviews detailed engineering specifications and makes proper product selections. Documents exceptions to specifications when necessary.
- Works with vendors to select and quote non-standard accessories. For Iwaki Pumps this includes baseplates, motors, etc.
- Assembles and submits supporting technical documentation packages for distributors and direct customers as dictated by specific project order requirements.
- Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
- Assists in product training for distributors, customers and internal personnel
Qualifications
- Bachelor’s degree in technical field
- Iwaki Pumps specific:
- Experience in Customer Service role related to centrifugal pump hydraulics, applications engineering including sizing, chemical compatibility, installation and recommendation of related ancillaries.
- Prior customer Service role related to industrial pump products.
- Proven technical knowledge through educational achievements and work experience
Core Competencies
- Good listening/troubleshooting skills
- Ability to patiently defuse and resolve customer complaints
- Time Management – ability to organize and manage multiple priorities in a fast-paced environment
- Team player - can effectively interact with internal departments
- Strong verbal and written communication skills
- Strong computer skills:
- Fast, accurate data entry
- Proficient in Microsoft Word, Excel, and PowerPoint
- Ability to work well with little supervision
- Detail oriented
- Fluent in Spanish or Portuguese a plus
- Pump/Instrument experience a plus