Customer Service Representative - Parts Specialist

Company Overview:

Founded in 1992, Our client grew to the market leader for metal cutting and forming machines in the United States. They are world class in knowledge and are dedicated to exemplary service to their customers.

Job Summary:

Our Client is seeking a Customer Service Representative to join their dynamic team. If you are detail-oriented and have a can-do attitude that resonates through everything that comes across your desk, inbox, and phone, you're exactly what our Client is looking for! This specific position manages our parts orders, both communicating with our German office to get cost and availability, as well as communicating to customers. This person works closely with the Customer Service Manager and Warehouse Manager to ensure that customers receive a streamlined experience.

Duties and Responsibilities:

The essential functions include, but are not limited to the following:
Works in our ERP system to look up price and availability of our parts.
Collects parts cost, availability and lead time from our German manufacturing site.
Makes parts quotations to our N. America customers.
Communicates parts order confirmations to customers.
Acts as backup for incoming customer calls and inbox; respond to and/or disperse messages accordingly.
Coordinates parts returns from customer through RMA process
Proactively shares information during every customer interaction about RAS Systems' offerings
including, but not limited to: Service Support Plans, Trade Shows, Media Events, Sales Specials.
Maintains a positive outward attitude and creates an inviting atmosphere for RAS Systems' customers and employees even in the face of adversity or customer disputes.
Takes direct ownership of all customer matters. Wherever possible attempts to solve customer questions or issues directly rather than redirecting customers to other departments or starting management escalation.
Clearly communicates summarized details of otherwise unresolvable customer issues to management within all applicable departments.
Constantly reimagines ways to improve the customer experience; proactively identifies inefficiencies for RAS Systems' customers and employees, especially regarding service scheduling, part pricing, and technical repair quotations.
Any other duties as necessary and decided by the manager.
Minimum Qualifications:

High school diploma
1 year of Customer Service experience minimum
Microsoft Office Suite
Basic computer skills
Preferable order entry program or ERP system experience
Working together in a team
Strong verbal and written communication skills
Organizational skills
Diligent follow up
Familiarity or at least comfort level with technical products

Physical Demands and Work Environment:

The physical requirements outlined here are necessary for performing the job effectively. Reasonable accommodations can be provided for individuals with disabilities. Duties include talking or hearing, frequent use of hands or fingers, occasional standing, walking, sitting, and lifting up to 25 pounds. Specific vision abilities are needed, and the noise level is typically low to moderate.

Benefits:

• PTO
• Health Benefits
• 401(k)

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.