Customer Service Specialist - MRO

Job Title

Position Objective: Provide world-class Customer Service by exceeding customer expectations using advanced soft skill techniques, advanced product and system knowledge, and timely yet thorough problem-solving/dispute resolution. This role will serve as a cross-functional liaison working with other departments, including Sales, Accounts Receivable and Operations, to ensure customer satisfaction.

Key Accountabilities

• Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status/maintenance.
• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
• New Customer Set-up in SAP including working with the credit and collections department to process credit application.
• Maintain knowledge on company products and processes.
• Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
• Assists Credit department with invoice disputes and billing error resolutions.
• Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery/freight estimates as required to ensure accuracy.
• Performs other duties as assigned.

Requirements

Position Requirements:

• High school diploma or equivalent is required. Associate or Bachelor's degree preferred.
• 5 years' prior experience in customer service or related area, preferably in a manufacturing/industrial environment.
• Must be proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook);
• Industry knowledge/experience is desired.

Must exhibit the following core competencies:

• Communication skills
• Ability to calculate figures and amounts such as discounts, commission, and percentages.
• Ability to apply basic algebra and geometry.
• Problem analysis and solving
• Organizational and planning skills
• Attention to detail
• Creativity
• Team player
• Stress tolerance

Additional Requirements:

• The profile needs to be a commercial extravert person willing to build relationships with both external and internal customers;
• Ability to contact customers in a proactive way;
• Health, safety and environmentally conscious;
• English communication skills including face to face, telephone and written;
• A first level of immediate customer responses;
• Flexible approach to working, willingness to accept changing priorities;
• To seek support from Manager when needed;
• Telephone contact and communications skills are an asset for this job.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.