This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit. Different levels and pay structure are dependent on experience, skillset, and education.
Position Summary
The Customer Service Specialist (CSR) is an integral member of the Lifecycle Services team, working collaboratively with Customer Service staff and cross-functional teams, including Manufacturing Operations, Engineering, Finance, HR, and Inside Sales, to execute company strategies in support of customers. The CSR is responsible for managing the customer service and parts sales aspects of the business, ensuring an exceptional customer experience.
In this role, CSR listens to and discerns customer needs, provides effective follow-up, and takes appropriate action to address those needs. This may involve resolving issues directly or coordinating with other departments to ensure the customer’s concerns are handled by the most suitable team member.
Essential Responsibilities
- Prepare accurate and timely quotations for domestic parts orders and create quotes.
- Manage and maintain order records and related documentation efficiently and effectively.
- Address customer inquiries about service requests, parts orders, pricing, and delivery timelines.
- Provide technical assistance by researching drawings and manuals to identify and recommend appropriate components.
- Follow up on parts quotes to secure orders, maintain customer satisfaction, and ensure timely communication.
- Monitor and manage shipping dates for parts orders using shipping reports, coordinating with purchasing and scheduling teams to align delivery schedules.
- Coordinate and resolve customer issues or concerns, escalating them to the appropriate departments when necessary.
- Process service purchase orders (POs), including finalizing quotes, creating job folders, assigning new part numbers, routing orders, completing order entry, creating work orders (WOs), sending confirmations, and providing work order details.
- Assist customers and technicians by providing necessary documentation such as drawings, manuals, and related paperwork.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Education and/or Experience:
- High School Diploma or GED and 1-3 years of related work experience; or combination of education/experience.
- Communication Skills:
- Strong oral and written communication skills, including the ability to respond to customer inquiries and complaints effectively.
- Capability to present information clearly to top management, public groups, and boards of directors.
- Proficiency in writing professional content, such as speeches and articles, adhering to established styles and formats.
- Technical and Analytical Skills:
- Proficient in using MS Office applications, including Word, Excel, and Outlook.
- Experience with ERP systems, including developing quotes and entering orders; knowledge of Global Shop or Microsoft Dynamics is a plus.
- Ability to read, analyze, and interpret technical journals, financial reports, and legal documents.
- Strong mathematical skills, including the ability to calculate discounts; familiarity with basic algebra and geometry concepts is required.
- Industry Knowledge:
- Knowledge of food processing or related product lines and general familiarity with a custom machinery environment is highly desirable.
- Teamwork and Independence:
- Ability to work collaboratively within a team while also making independent decisions when needed.
- Problem-Solving and Initiative:
- Demonstrated resourcefulness in identifying and implementing solutions to overcome challenges.
- Strong initiative, organization, and follow-through to manage responsibilities effectively.
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The position is an office-based position with visits to the manufacturing area. In the manufacturing area, employees may be exposed to moving mechanical parts and may occasionally be exposed to fumes and/or airborne particles. The noise level in the work environment is usually moderate but at times loud.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.
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