Product Specialist/Customer Service

Product Specialist/Customer Support

ABICOR Binzel USA, Inc. a leading manufacturer of welding equipment hiring a candidate to provide customer support for our products. The ideal background/experience would be in technical support, customer service, within the welding industry, automation, and manufacturing. Must have excellent communication skills, mechanical aptitude, and the ability to multitask in a fast-paced environment. Bilingual in English/French is a plus but not required.

Some of the essential functions for the position are:

• Answers product-related inquiries from customers and the sales department
• Specifies and quotes equipment to fit the customers' requirements
• Uses CRM software to initiate and resolve customer complaints
• Responds (by phone or email) to requests for price quotation, purchase orders, order changes, adjustments, and cancellations directly from customers or sales rep
• Achieves & maintains good rapport with customers and sales managers to give the best possible service
• Coordinates with internal departments regarding order status
• Professional work ethic with the ability to work independently as well as with team
• Conscientious, detail-oriented, and accurate while working in a fast paced environment
• Completes documentation to create new part numbers
• Evaluate products returned for warranty and initiate defect reports
• Monitors frequently asked questions and determines ways to make customers more knowledgeable of our products and processes
• Liaison between our German headquarters regarding product-related issues.
• Achieves & maintains good rapport with customers and sales managers to give them the best possible service.
• Participates in the product training of internal employees and customers.
• Initiates defect reports and engineering change requests.
• Achieves & maintains good rapport with customers and sales team.
• Assists with processing and fulfilling customer orders.
• Initiates defect reports and engineering change requests.

Additional Responsibilities:

• Assists with warranty evaluation determinations.
• Maintains work-related databases.
• Initiates corrective/preventive action reports and recommends solutions.
• Travel for product support, training, and trade shows, as needed.

Qualifications:

• Strong organization, communication, Microsoft Office, arithmetic, and keyboarding skills.
• Language/speech skills sufficient to speak with customers and colleagues both domestically and internationally.
• Writing sufficient to collaborate with colleagues and customers both domestically and internationally.
• Excellent problem-solving skills.
• Capable of lifting 40lb without assistance.
• Excellent mechanical aptitude.
• Must be able to work on multiple projects at once while maintaining phone coverage.
• Manual dexterity.
• Self-motivated and ability to work with minimal or no supervision.
• Reliable.
• Must learn/retain the knowledge of ABICOR Binzel products and understand how they interact with other equipment in a welding environment.
• Must learn & be knowledgeable of competitor products and what makes them different from ABICOR Binzel products.
• Must learn/understand the welding processes in use and how those processes affect ABICOR Binzel products.

EOE & Drug-Free Work Environment

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person