Customer Service Representative

PRAB•Kalamazoo, MI

22h

About The Position

The PRAB Customer Service Representative position is responsible for communicating with the Parts Service Team’s customers. This includes responding to customer inquiries, questions, or complaints regarding PRAB, Inc. products and services. This position determines and/or verifies product specifications, pricing, and delivery during the completion of quote requests. The role sends quote acknowledgements and explains quotes to the customers. This includes understanding the parts quoted and what they do. This position reports to the PRAB Parts Supervisor.

Requirements

Dedication to excellence and a quality output
Honest, Reliable, and irreversible Integrity
Working knowledge of pricing, packaging, delivery methods and contract arrangements
Good interpersonal and oral communication skills
Well-developed organization skills
Ability to operate a computer for order entry and MS Office Software
Ability to remain calm in difficult situations
Prior experience in customer service areas and with the public

Responsibilities

Promoting excellence throughout the department
Continually developing your understanding of PRAB products and procedures
Receiving customer orders via telephone, email, mail, fax, or sales representatives and tracking orders accurately
Maintaining and preparing reports for calls, orders, and shipments.
Locating drawings and reference information using computer and paper files
Using Visual Estimating (ERP) and accurately entering parts/service to be quoted
Qualifying the customer’s request and determining the proper solution, consulting with technical support and engineering when necessary
Maintaining a positive attitude when dealing with difficult customers
Determining appropriate delivery method based on product and customer specifications
Entering orders into Visual (ERP) by following the Parts Order Entry SOP
Entering data into ZOHO
Providing backup support for sales order entry
Managing/updating Quoting SOP as changes happen and document accordingly
Managing/updating current Price List and documenting accordingly
Following up with customers by phone or email, ensuring customer satisfaction.
Completion of simple, releasable part quotes within 24 hours of receipt
Proper disposal and handling of Proprietary documents
Other duties as assigned