What are the responsibilities and job description for the Customer Service Representative I position at Marathon Electric – Motors and Generators?
Responsibilities
WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 17 countries and present in more than 135 countries, the company has more than 45,000 employees worldwide.
WEG’s net revenue reached R$ 32.5 billion in 2023, 52.9% from outside Brazil.
Our business areas are divided as follows.
Industrial Electro-Electronic Equipment
This area includes electric motors, drives and industrial automation equipment and services, and maintenance services. Electric motors and other related equipment find applications in practically all industrial segments, in equipment such as compressors, pumps and fans, for example.
Energy Generation, Transmission and Distribution (GTD)
Products and services included in this area are electric generators for hydraulic and thermal power plants (biomass), hydro turbines (small hydroelectric plants or PCH, and hydroelectric generators or CGH)), wind turbines, transformers, substations, control panels and system integration services.
Commercial and Appliance Motors
In this business area, our focus is the market of single phase motors for durable consumer goods, such as washing machines, air conditioners, water pumps, among others.
Paints and Varnishes
In this area, which includes liquid paints, powder paints, and electro-insulating varnishes, we have a very clear focus on industrial applications in Brazil and are expanding to Latin America and other regions.
- Deliver professional and courteous customer service while supporting customer-centric solutions and corporate overserve initiatives.
- Respond to routine customer inquiries through phone, email, and other communication channels in accordance with established policies, procedures, and service standards.
- Process customer orders, quotes, and related transactions accurately and efficiently while meeting established service expectations.
- Build positive customer relationships through responsive communication, follow-up, and timely resolution of routine customer requests.
- Escalate complex customer inquiries, technical questions, or service concerns to appropriate internal resources when necessary.
- Collaborate with cross-functional teams including Credit, Planning, Shipping, Engineering, and Sales to support customer needs and order fulfillment activities.
- Assist customers with order status, product availability, shipment tracking, and other general account-related inquiries.
- Utilize product catalogs, internal systems, and eCommerce tools to provide accurate information and support customer requests.
- Maintain accurate customer records and documentation within company systems to ensure data integrity and effective communication.
- Support resolution of open orders, shipment issues, and customer concerns by coordinating with internal teams and providing timely updates to customers.
- Learn and apply product knowledge, company processes, systems, and customer service best practices to support daily responsibilities.
- Organize and prioritize workload to meet departmental goals, response time expectations, and service commitments.
- Participate in departmental training, team meetings, and continuous improvement initiatives.
- Demonstrate teamwork, accountability, professionalism, and a willingness to learn while contributing to a positive customer experience.
WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energy and electric mobility. With manufacturing units in 17 countries and present in more than 135 countries, the company has more than 45,000 employees worldwide.
WEG’s net revenue reached R$ 32.5 billion in 2023, 52.9% from outside Brazil.
Our business areas are divided as follows.
Industrial Electro-Electronic Equipment
This area includes electric motors, drives and industrial automation equipment and services, and maintenance services. Electric motors and other related equipment find applications in practically all industrial segments, in equipment such as compressors, pumps and fans, for example.
Energy Generation, Transmission and Distribution (GTD)
Products and services included in this area are electric generators for hydraulic and thermal power plants (biomass), hydro turbines (small hydroelectric plants or PCH, and hydroelectric generators or CGH)), wind turbines, transformers, substations, control panels and system integration services.
Commercial and Appliance Motors
In this business area, our focus is the market of single phase motors for durable consumer goods, such as washing machines, air conditioners, water pumps, among others.
Paints and Varnishes
In this area, which includes liquid paints, powder paints, and electro-insulating varnishes, we have a very clear focus on industrial applications in Brazil and are expanding to Latin America and other regions.