What are the responsibilities and job description for the Customer Service Representative position at Wilson Company?
Description
Provide service excellence and be a trusted advisor to prospects and customers by accurately and efficiently fulfilling their fluid power needs. Our Customer Service Teams work in partnership with outside sales, procurement, and suppliers to grow business with existing customers, develop new customers, and exceed monthly sales goals. This role requires strong technical knowledge of hydraulic and fluid power products, the ability to understand product applications, and bilingual communication skills to effectively support a diverse customer base.
Duties/Responsibilities
Required Skills/Abilities:
Provide service excellence and be a trusted advisor to prospects and customers by accurately and efficiently fulfilling their fluid power needs. Our Customer Service Teams work in partnership with outside sales, procurement, and suppliers to grow business with existing customers, develop new customers, and exceed monthly sales goals. This role requires strong technical knowledge of hydraulic and fluid power products, the ability to understand product applications, and bilingual communication skills to effectively support a diverse customer base.
Duties/Responsibilities
- Generate quotes, enter orders, contact vendors, update records, and track orders through the ERP system in a timely and accurate manner.
- Engage with internal and external customers on behalf of Wilson Company, providing professional, knowledgeable, and responsive service.
- Communicate effectively with English- and Spanish-speaking customers, both verbally and in writing, to support inquiries, orders, and technical discussions.
- Work with internal CSR teams and other departments to identify appropriate solutions to customer needs and challenges.
- Identify and review customer needs and specifications to determine an accurate bill of material, competitive pricing, and shipment cycle.
- Answer detailed questions related to hydraulic, pneumatic, and fluid power products, pricing, quality, and applications.
- Contact customers following sales to ensure ongoing satisfaction and resolve any outstanding issues or concerns.
- Work independently with minimal supervision from the Branch Manager, using initiative and sound judgment.
- Solve customer application problems by applying strong technical knowledge of hydraulics and related systems.
- Cross over competitive products and recommend suitable alternatives.
- Expedite customer orders as required.
- Process customer returns and troubleshoot order processing issues.
- Assume the product specialist role for assigned product lines (e.g., cylinders, HVD, pumps, Versa, TFD, etc.), demonstrating a strong understanding of product features and applications.
- Load and maintain customer part number cross-references and specific pricing information.
- Utilize printed and online vendor resources to support product selection and application questions.
- Keep product knowledge and reference information current.
- Provide product literature and technical documentation to customers.
- Pick, pack, and ship items as necessary.
- Remain current on product developments through company and vendor training, trade journals, and supplier literature.
- Participate in occasional customer site visits with field sales representatives.
- Assist with retail store activities as required.
- Assist with warehouse activities as required, including cycle counting and receiving.
Required Skills/Abilities:
- Bilingual in Spanish and English, with the ability to speak, read, and write fluently in both languages.
- Very strong understanding of hydraulics, pneumatic systems, and fluid power products, including their applications.
- Proven ability to quickly learn, retain, and apply knowledge across multiple product lines.
- Mechanical and mathematical aptitude.
- Strong customer service mindset with a courteous and positive attitude.
- Effective listening, clarification, and communication skills.
- Ability to work well in a fast-paced, team-oriented environment.
- Strong attention to detail with a high level of accuracy.
- Ability to build and maintain long-term customer relationships.
- Commitment to continuous learning and technical development.
- Proficiency with the Trulinx ERP system.
- Strong problem-solving and troubleshooting skills.
- Working knowledge of Microsoft Office and other standard business software.
- Completion of Wilson Internal L3 training requirements or IFPS certification, or the ability to obtain.
- Technical school or four-year degree preferred, or 6-10 years of industry experience
- 4-8 years customer service experience with strong understanding of Hydraulic/Pneumatic/Fluid Power products and their application is required.
- Standing, walking, and sitting for long periods of time
- Use of hands and arms to touch, lift, reach, etc.
- Ability to lift packages, boxes, files, and open filing cabinets and storage areas
- Talking and hearing
- Ability to occasionally lift up to 10 lbs.
Salary : $70,000