14328114
Located in Milwaukee, WI
Job Full Description
The Customer Support Representative
Schedule: M-F, 8:30am-5p
$47K-$50K
Summary
The Customer Support Representative is responsible for providing timely, accurate and efficient support to all end-users, dealers and installers by researching and identifying parts needs and quoting price and delivery of all electrical, industrial control, hydraulic and mechanical replacement parts for all Vertical Reciprocating Conveyor (VRC) equipment, ensuring that all are done in accordance with company procedures and policies and meet internal and external customer requirements.
Essential Duties and Responsibilities
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
- Receives a high volume of incoming telephone calls, emails and faxes from dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow VRC equipment. Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Product Support Department.
- Generates quotations, enters orders and provides frontline support to PFlow customers by managing requests from initial inquiry to completion to ensure complete customer satisfaction.
- Researches and identifies the parts needed by locating drawings, manuals, part numbers, consulting with Technical Support Advisors or Engineering as needed
- Resolve product or service problems by clarifying the customer issue, determining the cause of the problem, explaining the best resolution to solve the problem, expediting the correction and following through to ensure resolution.
- Works with Engineering, Purchasing and all other departments to generate detailed quotations for field repairs and upgrades
- Processes sales orders, and generates RMAs (Returned Material Authorizations)
- Build sustainable relationships of trust through open and interactive communication with customers and internal colleagues by working collaboratively with Service Manager, team members and across departments to resolve issues and deliver an exceptional customer experience.
- Maintain a strong working knowledge of procedures, processes, products and pricing strategies to ensure adherence to these policies and procedures
- Assists with accounts receivable collections when needed
- Follow all Documentation Procedures established to ensure customer information is saved in a central location and easily accessible by those in the company for timely responses in accordance with required procedures
- Communication customer complaints or concerns quickly and professionally to service manager to discuss resolution and maintain good customer relationships.
- Keeps work environment clean, safe and positive
- Primary focus of all business-related efforts is and must remain that of promoting excellence in all Pflow products
Description of Marginal Job Functions:
- Sets personal goals for continued learning and growth
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Requires education generally equivalent to a High School Diploma
- Requires at least 5 years of work experience in Customer Service, Technical Support, or Field Service Technician role, preferably in a manufacturing, heavy equipment or material handling industry
- Requires excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels
- Requires the ability to exercise diplomacy and tact in all verbal and written communications
- Requires excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions
- Requires excellent communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers
- Requires the ability to read manuals and engineering drawings
- Requires computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
- Requires the ability to learn and develop proficiency in M2K ERP software
- Requires a “can do” attitude with a willingness and ability to exceed customer expectations.
- Requires strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks
- Requires self-motivation and the ability to work independently and as part of a project team
- Requires the ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality work
- Requires the ability to use basic office equipment: fax, voicemail, copier, calculator, etc.
- Requires basic math skills: add, subtract, multiply, divide, count and calculate
- A strong technical background with knowledge of mechanical, hydraulic and electrical systems as well as VFDs (Variable Frequency Drives) is a plus.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Frequent sitting
- Frequent use of hands to finger, handle, grasp or touch objects and tools
- Frequently is required to talk or listen
- Occasional standing, walking, climbing, kneeling, squatting, stooping, crouching, crawling, twisting, bending, reaching
- Occasionally lifts and or moves up to 20 pounds
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus between near and far
Work Environment
The employee works indoors in office and production environments. He/she may be exposed to fumes or airborne particles.
PERFORMANCE RESULTS:
- Responds to customers in a timely manner within PFlow’s guidelines and Product Support standards.
- Completes all daily activities accurately and on time and according to department and customer specifications
- Contributes to team goals and initiatives and is committed to continuous improvement
- Produces practical, effective and complete solutions, maintaining an excellent level of internal and external customer satisfaction
- Pursues opportunities for continued education and skills development
- Works safely and follows all company safety rules
Milwaukee (West), WI
3226
2525 North Mayfair Road
Suite 80
Wauwatosa, WI 53226
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