Customer Service Rep

At KMT Waterjet, a Shape Technologies Group (SHAPE) company, we’re devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success. SHAPE is a strategic ecosystem of companies, including Advanced Pressure Systems (APS), Flow International, Shape Process Automation, KMT Waterjet, and H20 Jet. Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world.

Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.

What We Offer.

In addition to training and career advancement opportunities, we offer competitive salaries and a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, life insurance, paid disability insurance, education reimbursement, and more.

SUMMARY

KMT Waterjet, Inc., a Shape Technologies Group Company, is seeking a Customer Service and Inside Sales Representative responsible for delivering high-quality customer experience while driving aftermarket sales growth. This role combines customer support, order processing, and inside sales activities, including outbound sales efforts, account management, quoting, and coordination across internal teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following: 

• Process customer orders, quotes, RMAs, and shipments accurately and timely in accordance with company policies.
• Respond to customer inquiries related to pricing, availability, order status, production, shipping, billing, and basic product information.
• Track and resolve customer issues by documenting detailed notes and trouble tickets within the CRM system.
• Act as a liaison between customers and internal departments (Sales, Technical Services, Operations, Accounting) to ensure timely resolution of issues.
• Make outbound sales calls to existing and prospective customers to promote consumables, aftermarket products, and service offerings.
• Grow market share by re-engaging inactive or lost customers and expanding existing accounts.
• Identify sales opportunities by reviewing customer purchase history and recommending relevant or complementary products.
• Prepare and follow up on quotations, promotions, and lead schedules provided by management.
• Actively contribute toward monthly, quarterly, and annual customer service and sales goals.
• Maintain professionalism, accountability, and customer-focused communication in all interactions.
• Continuously build product knowledge through training and self-learning.
• Other duties as assigned. 

REQUIRED KNOWLEDGE, SKILLS, ABILITIES: 

• Strong verbal and written communication skills with the ability to build rapport quickly.
• Confidence and resilience in a sales-focused environment, including handling rejection professionally.
• Ability to analyze customer needs and propose appropriate solutions.
• High level of organization and attention to detail in a fast-paced environment.
• Ability to work both independently and collaboratively across departments.
• Proficiency with CRM systems and Microsoft Office applications.
• Ability to learn technical products and explain concepts clearly to customers.

EDUCATION and EXPERIENCE: 

• High school diploma or equivalent required; associate degree or relevant coursework preferred.
• Prior experience in customer service, inside sales, or call-based sales required.
• Experience with aftermarket parts, industrial equipment, or technical products preferred.

LOCATION

Hybrid within commuting distance to Baxter Springs, Kansas

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit or stand for extended periods during an 8 hour workday. The employee will frequently use hands and fingers to operate a computer keyboard, mouse, telephone, and other standard office equipment. The role requires the ability to speak clearly and hear effectively during phone and in-person communications.

The employee must have close vision to read computer screens and written documentation. Occasional bending, reaching, pushing, and pulling may be required. The employee may occasionally lift, carry, or move office materials weighing up to 15 pounds. The work is primarily performed in a standard office environment with minimal exposure to physical hazards.