Customer Service Representative

Datwyler•Conroe, TX

26d•Hybrid

About The Position

Datwyler is a high-tech company specializing in high-quality, system-critical elastomer components, contributing to safety in industries like healthcare and mobility. With over 25 production sites globally and more than 8,000 employees, the company generates annual sales exceeding CHF 1,000 million. The Customer Service Representative acts as a commercial resource, focusing on new and existing business and customer relationship management. This role manages an assigned account package, partnering with Key Account Managers and/or Inside Sales to support existing accounts and provide pricing quotes for new business. The position requires multiple years of experience in Customer Service within a relevant industry. The ultimate scope involves supporting new revenue growth activities and managing existing business at assigned accounts, including internal cross-functional leadership to ensure consistent revenue growth.

Requirements

High school diploma or general education degree (GED)
Three to five years related experience and/or training
Purposeful, communicative, and customer-oriented personality.
Good analytical, technical, and financial skills.
Exceptional interpersonal skills to work cross-functionally and as a team player.
Self-directed/motivated, comfortable working in home office as well as office environments.
Excellent writing and verbal communication skills and the ability to communicate at all levels.
Expert English proficiency (verbal and written).

Nice To Haves

Knowledge of the production and application of elastomer components is preferred.
Proficient CRM experience preferred.

Responsibilities

Serve as the primary point of contact at assigned account package for quote creation on existing business, quote creation on projects from KAM/IS, order entry (including discreet, blankets, EDI order management), order contract review, initial quality notifications, and managing customer survey completion.
Be a custodian of customer data.
Consistently enter all quotes into CRM and ERP systems.
Ensure contact information is maintained and kept up to date in all systems.
Capture all sales-related activities in accounts as activities in CRM and ERP systems.
Maintain CRM and ERP customer pricing data for accuracy.
Utilize the CRM and ERP task feature.
Create and maintain new and existing customers within CRM and ERP systems.
Assist in carrying out market analyses, identifying market trends, and observing the development of the competition.
Document market analyses, trends, and competition development in CRM and ERP account notes and share with the BU team as applicable.
Manage website leads and e-commerce order follow-up for assigned accounts.
Enter quarterly forecasting utilizing the IBP tool for assigned accounts.
Develop and foster customer relationships to ensure exceeding customer expectations.
May act as the initial point of contact for existing customers for testing, quality, and customer approval.
Enter customer quality complaints, responses, and actions in the CRM, ERP, and other appropriate programs.
Maintain customer purchase order files.
Perform other responsibilities as assigned.
Gather all technical and commercial information required for a successful RFQ process, including material, drawing, standards, specifications, specific requirements, commercial intelligence, quantities, and target pricing.
Clarify technical customer requirements if requested by Product Line Leader.
Complete quote in CRM and forward to KAM/IS for their approval and next steps.
Focus on driving customers toward MyAccount functionality when possible.

Benefits

Diversity and a wide range of career opportunities that only an international company can provide.
Interesting development opportunities with training and assignments in a global environment.
Ability to contribute with all of your creativity and all your ideas.

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