Customer Service Rep

As our CSR you will be responsible for providing customer service excellence with every customer interaction. You will assist customers to identify the correct part and/or solution for their needs, sell the solution and process the orders for prompt delivery. Specific responsibilities include:

• Responsible for delivering a personalized customer experience by understanding customer needs, providing solutions and ensuring that that solution is delivered accurately and promptly.
• Assist customers with technical issues, find the correct solution and/or parts for their equipment (needs), sell the solution/parts and quote prices via the phone, fax, or e-mail promptly and accurately.
• Assist customers to identify the parts they require for their specific machines utilizing the ERP system, Bill of Material system, machine manuals and assembly and part drawings.
• Assist customers in troubleshooting technical problems. Work closely with the Field Service, Final Assurance and Engineering to solve customer issues.
• Follow-up on open quotes by contacting customers in order to complete the sale.
• Process customer quotes and sales orders quickly for prompt delivery.
• Ensure that every customer is well informed on all SupportPro offerings that apply to their equipment.
• Follow up customers needs via e-mails, promotional materials, marketing literature, quotes, etc.
• Execute special promotional offerings by explaining to customers the benefits and value of the promotion.
• Pro-actively place calls to targeted customers in order to promote SupportPros offerings. Document calls in CRM.
• Work with Materials team to ensure parts are shipped timely and parts are returned.
• Assist Accounting with collection efforts when input from the parts team is required.

POSITION SPECIFIC COMPETENCIES:

• Customer Focused
• Communication proficiency (written and oral)
• Professional and customer friendly telephone manner
• Teamwork
• Technical Aptitude
• Technical Knowledge
• Proficiency in blueprint reading
• Accuracy of order processing
• Computer proficiency - Word, Excel, Safeforce, ERP
• Proficiency in multi-tasking in a fast-paced environment