Product Service Representative

Product Services Representative

Established in 1963, Sanborn Manufacturing has over 60 years of experience in the compressor tank and air brake tank industries. It has become one of the largest ASME pressure vessel manufacturers in North America. Sanborn Air Brake Tanks is a MAT Industries business. MAT Industries is a global leader in the Air Brake Tank, Air Compressor, and Air Compressor Accessory industries. MAT Industries, Inc., a proud member of MAT Holdings Inc., is a leading manufacturer of air compressors and air brake tanks located at 213 Industrial Dr., Jackson, TN 38301. World-class domestic manufacturing facilities allow MAT Industries to offer high-quality air compressors, air tools, and accessories to retailers under brands such as Powermate®, Industrial Air®, Industrial Air Contractor®, and Sanborn®, as well as private label. Our air compressors are sold through retailers including major home centers, hardware co-ops, independents, and farm and fleet stores around the US.

Job Summary

We are seeking a dedicated and detail-oriented Product Services Representative to provide exceptional product and technical assistance to our customers via phone, email, and chat. The ideal candidate will be responsible for handling incoming inquiries, resolving issues promptly, and utilizing our SAP system to access customer information and product details. This role requires strong troubleshooting skills related to compressors, engines, and other mechanical products, as well as a commitment to maintaining a professional and patient demeanor in all customer interactions. The representative will document customer interactions in our CRM system, collaborate with other departments to address complex issues, and stay current with product knowledge through ongoing training. Additionally, the role involves contributing to product documentation, participating in team meetings, and striving to meet performance metrics regarding call handling time, customer satisfaction, and issue resolution. Bilingual support in Spanish is preferred to better serve our diverse customer base. The position may also include identifying recurring product issues, reporting them to relevant teams, and assisting with special projects as assigned by management.

Responsibilities

• Provide comprehensive product and technical assistance to customers via phone, email, and chat
• Handle incoming customer inquiries and resolve issues in a timely and professional manner
• Utilize the SAP system to access customer information and product details
• Troubleshoot and diagnose problems related to compressors, engines, and other mechanical products
• Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems
• Document all customer interactions and follow-up actions in the company's CRM system
• Collaborate with other departments to escalate complex issues when necessary
• Stay up-to-date with product knowledge and technical specifications through ongoing training
• Assist in the development and maintenance of product documentation and FAQs
• Participate in team meetings and contribute ideas for improving customer service processes
• Meet or exceed performance metrics related to call handling time, customer satisfaction, and issue resolution
• Provide bilingual support, preferably in Spanish, to serve a diverse customer base
• Identify and report recurring product issues or customer pain points to the appropriate teams
• Assist with special projects and additional duties as assigned by management

Competencies/Experience

• 2-4 customer service experiences
• Proficient with Microsoft products, i.e., Word, Excel, etc.
• Experience with SAP or similar ERP systems
• Familiar with compressor engines
• Proficient at solving problems
• Good verbal and written communication skills
• All your information will be kept confidential according to EEO guidelines.