Summary: The Technical Customer Service Representative, reporting directly to the Customer Service Manager, is directly responsible for providing technical support to repair and distribution customers.
Essential Duties and Responsibilities:
• Process, expedite, and handle distribution/repair quotes and orders.
• Quoting repairs for the Ohio branch and communication with customers
• Acquiring pricing for repairs to quote from vendors
• Answer Service Office phone calls
• Prepare work-orders for warranty processing to include reports, pictures, claim stories.
• Communicating with customers on repairs status and related business
• Prioritize, respond to and flag incoming phone calls and e-mail messages.
• Recommend, configure and quote products.
• Provide technical support to customers, territory managers, application engineers, and repair departments.
• Support outside sales personnel.
• Interact with suppliers, vendors, engineering, sales and service departments.
• Communicate with the manager on all issues that affect sales and profits.
• Maintain professional and technical knowledge by attending educational workshops and vendor training.
• Promote teamwork and communication within organization.
• Other duties as assigned.
Education/Skills/Experience
Required:
• High School diploma or equivalent.
• 2+ years of customer service experience (call center or professional office environment).
• Strong attention to detail and high standards of work quality.
• Excellent communication skills, multi-tasking and problem-solving ability.
• Excellent interpersonal skills; professional and outgoing personality.
• Strong computer knowledge: MS Office
• Strong organizational skills
Preferred:
• Associate’s degree.
• Previous mechanical experience
• Pump, industrial hose, or filter experience.
• Customer service experience in the industrial equipment industry.
• P21 (Prophet/Epicor), and/or equivalent ERP system usage.
• Willingness to take on new challenges and seek opportunities to improve business operations.
Physical Requirements:
• To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. A reasonable accommodation may be made to enable qualified individuals with a covered disability to perform the essential functions of the position as long as undue hardship is not imposed.
Anderson Process is an Equal Opportunity Employer
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