What are the responsibilities and job description for the Customer Care Representative position at PGNA INC?
Description
Conair, part of the PiovanGroup, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield.
Position: Customer Care Representative
Location: Franklin, PA
Role
The Customer Care Representative is responsible for providing “first touch” support to Conair parts customers. You will answer phones, chats and emails, log incoming requests, and provide basic Parts support, such as completing customer quotations and parts order entry, checking the status of open orders and investigating lead times and technical questions with other departments. Detailed issues will be properly forwarded to Parts Specialists. This position reports to the Parts Manager and is located in Franklin, Pennsylvania.
Key Responsibilities
- Provide customer parts quotes and order entry via phone, fax, and e-mail; work with customer web portals;
- Perform quote follow-ups;
- Provide diagrams, manuals, and other literature to customers as requested;
- Work in SAP and other Conair systems to provide parts quoting and place orders;
- Follow up on open orders, providing customers with timely information about their parts;
- Inform Engineering, Manufacturing, and other relevant internal departments of product quality issues;
- Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the service department or spare parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;
- Provide basic product support for customer inquiries received via e-mail, telephone and chat;
- Able to close at least 10% of incoming issues without passing to a Specialist.
Requirements
- Associate or Bachelor’s degree in Business Administration (or related field) and/or five (5) years of direct work experience without formal education;
- Position typically expects five (5) years of direct/relevant experience based on scope of position;
- Has a mechanical aptitude that allows understanding of basic problem issues;
- Experience in Microsoft Office software including Outlook, Excel and Word;
- Operation and application knowledge of Conair equipment preferred;
- Experience with SAP preferred;
- Maintain a professional attitude, appearance, conversation, and quality of work;
- Must have a positive attitude and foster a continuous improvement environment.
PGNA, Inc. offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, and employee referral bonus program.
PGNA, Inc. is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.