Customer Service Representative

Chamberlain Group•Germantown, WI

21d

About The Position

Systems, LLC, an affiliate of Chamberlain Group, is a U.S.-based manufacturer of loading dock equipment—marketed under the Poweramp, DLM, and McGuire brands. With manufacturing facilities in Germantown, Wisconsin and Malvern, Arkansas, all products are designed and produced in the USA using lean manufacturing techniques. We strive to recruit the best talent in the industry and give employees opportunities for continuing education and training to help them advance in their careers. This is a role within Systems' Customer Experience and Technical Support group. A successful incumbent is expected to (i) Responsible for understanding company products and knowledge of order process at an intermediate level; Provide quotes for potential orders, processes new orders, checks status of existing orders, and (ii) Create and maintain customer files, records, documents, etc. Requires 3+ years of related experience and a minimum of a high school diploma or GED equivalent.

Requirements

High School Diploma or GED Equivalent
3+ years of related experience
Problem solving skills and communicates efficiently and professionally, in both written and verbal form
Working knowledge of computer software such as spreadsheets, databases, word processing applications, email, Internet, etc.
Ability to read and interpret basic engineering and layout drawings (CA, Curb angle, pit layouts)

Nice To Haves

Associate degree
Experience in a manufacturing environment

Responsibilities

Responsible for understanding company products and knowledge of order process; Provide quotes for potential orders, processes new orders, checks status of existing orders
Create and maintain customer files, records, documents, etc
Enter, for assigned brand, all required information into the appropriate databases/applications, create and maintain the customer database, ensuring accuracy and timeliness; prepare emails, documents, letters, correspondence, etc. as needed to support customer requirements
Enter all basic leveler, restraint, edge-of-dock (EOD) orders; schedule all orders and update as needed
Answer incoming customer telephone calls for assigned region; provide back-up to other regions as needed; provide support to the sales team as needed
Address and resolve customer/sub-contractor inquiries, problems, and complaints regarding products, service, billing, applications, etc
Provide accurate and timely information regarding the status of open orders to customers and technicians; coordinate the dispatching of sub-contractors to customer facilities for surveys, installations, and repairs
Act as a back-up for the Receptionist when needed
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s and Systems’ reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.