Accountability:

Interact with customers to facilitate aftermarket parts sales in response to inquiries.
Scope and Responsibilities:

Essential duties include, but are not limited to the following:

§  Proactively attains a safe and healthy work environment for all employees.

§  Interacts with customers by telephone, e-mail, electronic data transfers (EDI), or by fax.

§  Provides price and delivery of parts.

§  Sends quotations.

§  Follows and expedites all internal process (pricing, delivery, and verification/research).

§  Keeps records and follows all open quotes.

§  Reviews customer purchase orders for accuracy and payment terms.

§  Enters orders and sends order confirmations.

§  Coordinates parts orders and shipments.

§  Makes follow-up calls to provide shipping/tracking information and provide order status updates.

§  Keeps records of customer interactions and transactions, records details of inquiries, issues, and comments, as well as actions taken.

§  Assists to resolves customers’ billing issues and credit holds.

§  Provides and coordinate credit applications to new customers.

§  Refers unresolved customer grievances to designated departments for further investigation.

§  Prepares change of address records.

§  Solicits sale of new or additional services or products.

§  Works closely with purchasing and engineering to resolve parts than are no longer available.

§  Works closely with the purchasing and the warehouse to assist with fulfilling orders.

§  Works closely with Machine Tool Services & Solutions/MSI teams to provide best-in-class customer response time.

Education/Certification:

§  Associate’s degree in a technical program, and/or equivalent experience in a related field. 
Experience:

§  Minimum of 2 years’ experience in customer service field.

Preferred Experience:

·         SAP

·         Management or supervisory experience

·         Microsoft Excel proficiency
Skills:

§  Mechanical aptitude to troubleshoot issues and make recommendations based on customer input

§  Working knowledge of SAP

§  Ability to read blueprints

§  Excellent communication- verbal and written.

§  Ability to multi-task.

§  Ability to work independently with minimal supervision.

§  Microsoft office software.