Customer Service Technical Specialist

Description

A Customer Service Technical Specialist (CSTS) takes the time to build trusting relationships with customers, has in-depth product line knowledge, and understands unique customer needs. This position will ensure the timeliness and accuracy of all quotes and orders and facilitates the successful completion of the sales cycle from initial lead to product delivery. The CSTS will be part of a team that values integrity, open communication, hunger to learn, hard work, and respect for each other as well as to our internal and external customers.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Technical understanding of our product portfolio. 
• Professionally and positively represent Con Forms by providing strong customer support, including answering customer phone calls and emails in a timely and professional manner.
• Use detailed understanding of the full product catalog to educate customers in technical solutions and specifications.  
• Develop and maintain internal and external customer relationships.
• Engage in technical discussions with current or prospective clients through professional and 'easy to understand' communications (drawings and written descriptions). 
• Accurately enter and manage quotes, sales orders, and Returned Material Authorizations (RMAs).
• Communicate order and shipping updates to internal and external customers and follow up with sales team on outstanding issues as needed.
• Work within a Customer Relationship Management (CRM) system to track and document all interactions with customers and accounts (e.g., Salesforce). 
• Interpret product and project blueprints, schematics, manuals, routings, and other related manufacturing instructions. 
• Updates job knowledge by studying new product descriptions; participating in educational opportunities. 
• Other duties as assigned.

ESSENTIAL COMPETENCIES

• Attention to Detail
• Accuracy
• Ability to understand technical terms
• Customer Focus
• Communication
• Drive & Enthusiasm
• Sense of Urgency
• Calm Under Pressure
• Multitasking
• Prioritization
• Reliability / Strong Work Ethic

Requirements

MINIMUM QUALIFICATIONS

• 3+ years prior success in a rapidly paced Customer Service role with a technical emphasis is desired.  
• Knowledge of Microsoft Office; Word, Excel, and Outlook are required.  
• Knowledge with working in a Customer Relationship Management System desirable.
• Solid critical thinking skills to analyze information and develop creative approaches to problem solving.
• Excellent verbal/written communication skills and works effectively on the telephone, through email and written correspondence.
• Highly organized, accurate, responsive with the ability to transition between rapidly changing priorities and multiple tasks are essential for success.
• Able to build rapport and develop trusting working partnerships with customers and colleagues. 
• Experience with Enterprise Resource Planning (ERP) systems desirable.
• Working proficiency in reading blueprints is preferred.
• Bilingual skills in English and Spanish preferred, but not required.

PHYSICAL AND MENTAL DEMANDS

• Regularly required to sit for extended periods of time.  
• Regularly spends time in industrial workspace.
• Employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl and reach above the shoulders.  
• Will frequently talk and listen.
• Will use hands to handle product.
• Ability to see both closely and at a distance, color, peripheral, depth perception, and the ability to adjust focus.
• This position will have exposure to jobsites and the production shop floor resulting in exposure to loud noises, sparks, fumes, chemicals, and heavy equipment.
• Mathematical skills including addition, subtraction, multiplication, division, decimals and fractions, units of measurement, and metric conversions.
• Reasoning skills including ability to define problems, collect data, establish facts, and draw valid conclusions of customer requirements.  
• Ability to interpret an extensive variety of technical instructions.
• Ability to type on a keyboard and use a mouse to gather and input quote and order information on a computer.  
• Basic knowledge of Microsoft Office (e.g. Outlook, Excel, Word) and ERP systems.
• Reading and comprehension.  
• May lift, push, or pull up to 25 pounds on rare occasion.

WORKING ENVIRONMENT

• Computer/Sedentary position. 
• Will frequently have to go onto the production floor resulting in exposure to loud noises, sparks, fumes, chemicals, and heavy equipment.
• Position will mainly be in a temperature control office space. 

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Employee Programs

Wellness Incentive Platform

Safety Shoe & Prescription Safety Glasses 

Costco Membership

Employee Apparel

Employee Events ("Hot Dog Days", Summer Picnic, Appreciation Luncheons)

Work Life Balance

Paid Time Off

Expanded Personal/Sick Time

8 Paid Holidays

Career Growth

Tuition Reimbursement

Youth & State Apprentice Programs 

Benefits (Effective 1st Day of Month Following Hire Date)

Health, Dental & Voluntary Vision

FSA & DCSA Options

Company Paid Life Insurance, AD&D Insurance, Short-Term & Long-Term Disability Insurance 

In-house Care Coach 

Employee Assistance Program

Teladoc (Includes Mental Health & Dermatology)

401K & Generous Company Match Program