What are the responsibilities and job description for the Customer Service Representative position at STERLING PRODUCTS INC?
ACS Group is a privately held company that designs and manufactures comprehensive lines of auxiliary products for the plastics processing industry. ACS Group maintains an expansive product line, which includes size reduction equipment (granulators and shredders), material conveying equipment, metering and blending devices, heat exchangers (mold temperature control units and chillers), drying systems, and presses. These products are marketed under such recognizable brand names as AEC, Sterling, Cumberland, Wabash and Carver.
Manufacturing facilities are located in New Berlin, Wisconsin and Wabash, Indiana with a third facility located Suzhou, China to handle the needs of the Asian market. We are currently seeking a Customer Service Representative for our New Berlin, WI facility.
A successful candidate will be responsible for:
- Fielding incoming phone calls, faxes, and emails from customers and process new parts orders in a highly professional and proficient manner
- Issuing Returned Material Authorizations and track RMA activity within the ACS facility as necessary
- Conducting the necessary research of bills of material (BOM) and engineering drawings to identify the correct replacement parts for customers’ specific models
- Using the company’s Materials Resource Planning (MRP) system to generate quotes for every parts order
- Following up on all open quotes to pursue potential parts sales, and recording reasons for unconverted quotes
- Providing answers to simple technical questions from customers regarding ACS’s products & parts
- Using telemarketing and other marketing techniques to support departmental Parts Marketing Programs in an effort to grow the parts business
- Providing departmental backup as required and support all department goals
- Other duties as required
- Associates Degree or BA (preferably Marketing and/or Communications) or some college or technical schooling preferred
- 1-3 years of experience in customer support call center environment, preferably with some version of Automated Call Distribution program
- 1-3 years of experience processing parts orders and RMA’s
- Experience with reading and analyzing engineering bills of material
- Experience with computer MRP/ERP programs
- Experience working directly with customers
- Experience developing and maintaining positive customer relationships