Customer Service Representative - Orders Entry

Maple Systems is an employee-owned (ESOP) global manufacturer and distributor of Industrial Automation electronic products, including Industrial PCs (Computers), HMIs (Human Machine Interfaces), PLCs (Programmable Logic Controllers), HMI+PLCs, and OITs. In business since 1983, we pride ourselves on creating a great company culture and work environment.

We have an immediate opening for Customer Service Representatives.

The primary purpose of this position is to provide support to our Sales Team to increase sales. As part of the Sales department, this position will provide a variety of administrative and sales support functions. Our ideal candidate will need to be a self-starter, have a positive attitude, a willingness to learn, be flexible, engaged, and willing and able to tackle and handle a variety of responsibilities, often simultaneously. We are looking for a team member who will consistently demonstrate a professional attitude and a solid work ethic!

Principal Duties and Responsibilities

Order Desk

• Answer emails and questions regarding customer’s purchase order, resolve discrepancies as needed (i.e., quotes, pricing, missing data, etc.).
• Provide inventory availability and pricing.
• Receive and process purchase orders; work with customers to collect all appropriate information before processing shipment to be fulfilled.
• Provide order confirmations and expected ship dates to customers.
• Handle and monitor blanket orders, back-orders, etc.
• Work with Manufacturing to determine ship dates and availability on product.
• Act as a liaison between Accounting, Sales, and Customers (i.e., credit terms, tax exempt, resell certificates., credit hold, etc.)

Sales/Customer Support

• Answer incoming calls and provide accurate information or transfer calls to appropriate departments as needed. Log call information as required.
• Answer emails and provide accurate information (may include how to place a new order, updates on existing orders, repairs, starting a technical support case, price/availability, etc.). Log email information as required.
• Maintain strong Customer Service to ensure best service possible when helping customers.
• Act as a liaison between our customers and our sales and/or technical support departments.
• Develop and maintain knowledge about industrial automation and Maple Systems’ products.
• Investigate and solve complex customer issues.
• Maintain shared e-mail inboxes
• Create leads/customer records in the CRM through inbound calls and emails. Add relevant information to lead/customer records, assign follow-up calls to sales team as needed.
• Review auto-imported leads from the website into the database. Add relevant information to lead/customer records, assign follow-up calls to sales team as needed.
• Update company lead/customer record in the database as needed. May require researching online sites for additional information (ex. LinkedIn, Dunn & Brad Street, Manta, etc.)

Repairs/Returns:

• Issue Customer Return Authorizations (RMAs) and coordinate the repairs process between Maple Systems and the customer.

Miscellaneous Responsibilities:

• Keep sales supply/copy room stocked.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Strong typing and data entry skills
• Able to multitask is a must
• Must work well under pressure and handle stress appropriately
• Exceptional organizational skills
• Strong attention to detail
• Excellent written and verbal communication skills
• Knowledgeable of Microsoft Outlook, Excel, Word

Desired Experience:

• Experience in sales and/or Customer Service related activities
• Familiar with Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) software

Supervisory Responsibility:

This position DOES NOT have any supervisory responsibilities.

Education/Experience:

High School Diploma and 1-3 years of work experience preferred.

Language Ability:

Must be able to clearly communicate in English, both verbally and in writing. Ability to read, analyze, and interpret business communications. Ability to read business correspondence and procedures.

Ability to effectively present information and respond to questions from a group of managers, customers, and the public.

Math Ability:

Ability to work with basic mathematical concepts.

Reasoning Ability:

Ability to define problems, collect information, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is in a standard office environment with desktop business equipment and frequent telephone calls. Noise level is moderate. Employee is expected to work 40-hours per week, Monday through Friday.

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.

While performing the duties of this job, the employee is regularly required to sit for long periods of time. The employee must constantly reach with hands and fingers. Employee must be able to work in close contact with small and large groups. Frequent hearing and talking is required. Extensive keyboard typing is required.

Job Type: Full-Time, Permanent

Salary: $20-22 per hour DOE

Benefits:

• Employee Stock Ownership Program
• 401(k)
• 401(k) Matching
• Dental Insurance
• Health Insurance
• Paid Time Off
• Vision Insurance
• On-the-job Training
• Potential Cash Bonus

Schedule:

• 8-hour shift

Language:

• English (Required)

Work Location:

• In person
• Office Environment