Customer Service Representative

HMC Products•Caledonia, WI

3d•Onsite

About The Position

HMC Products, a division of ProMach, is an industry leader in horizontal pouch filling and sealing systems. As a Customer Service Representative, you will serve as a key point of contact for customers, helping manage quotations, orders, customer inquiries, and sales processes while ensuring a high level of customer satisfaction. In addition to working closely with service teams, operations, and customers, you will make an impact by supporting revenue growth and long-term customer relationships. This is a unique opportunity to join a growing industry with a promising future. The position is based on site at our Machesney Park, IL Facility.

Requirements

2+ years of inside sales, customer service, sales administration, or aftermarket support experience preferred.
Experience working with ERP and CRM systems.
Strong customer service and relationship-building skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong attention to detail and organizational skills.
Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and Teams.
Problem-solving and analytical skills.
Ability to work independently and collaboratively across departments.
High school diploma or equivalent.

Nice To Haves

Experience in manufacturing, industrial equipment, automotive, heavy equipment, or related industries is a plus.
Experience with ERP/ CRM systems such as Syteline, Salesforce, preferred.
Knowledge of automated packaging equipment is preferred.

Responsibilities

Identify key contacts within customer facilities and maintain high profile customer contact to guarantee quality customer service.
Interface closely with Materials, Engineering and Service teams to ensure accurate information transfer.
Prepare and process customer quotations for aftermarket parts, services, repairs, and maintenance agreements.
Provide superior customer service by determining and assisting customer needs in a timely manner and monitor order status and proactively communicate updates to customers.
Provide customers accurate part pricing quotations and order confirmations to support aftermarket profitability objectives.
Identify and promote cross-sell and upsell opportunities within existing customer accounts.
Follow up on open quotes and identify opportunities to convert quotations into sales.
Maintain the integrity of our systems by maintaining accurate customer records, pricing, and sales information.
Liaise with the AR Department to help resolve past due invoices as efficiently and expeditiously as possible.
Resolve customer issues regarding orders, deliveries, invoicing, product availability, and warranty administration.
Interface with various outside vendors to identify, purchase and supply parts to end users.
Maintain and create price records including the pricing of new items.
Manage multiple priorities in a timely fashion including reviewing customer orders, making decisions based on departmental rules and conditions, and providing order status and part number information to internal and external customers.
Coordinate with operations, service, purchasing, and logistics teams to ensure timely delivery of products and services.
Develop spare part packages for new systems and provide recommendations to customers on stock levels.
Assist with general departmental operations, other duties and/or special projects as assigned.
Partner with other ProMach companies to capitalize on synergistic opportunities.