Customer Service Representative - Guiding & Web Tension

Maxcess International•Oklahoma City, OK

25d•Hybrid

About The Position

This position is responsible for customer liaison during system application specification, estimating, quote preparation, order review, and support after the sale. The role requires a high level of quoting experience to provide excellent customer service and strong mechanical aptitude to offer conceptual solutions. The representative will select systems for customer-specific applications, manage customer questions regarding technical applications, pricing, and delivery, and interact with other team members and departments for non-standard applications. Additionally, the role involves estimating margin dollars, handling customer discussions about applications and quotations, performing equipment troubleshooting and installation oversight, acting as a project manager for projects through engineering and manufacturing, and maintaining records. The representative will also handle customer complaints and warranty issues, act as a customer advocate, and assist other departments as needed.

Requirements

Able to handle pressure well, be self-motivated and detail oriented.
Ability to work collaboratively across functions to accomplish goals and meet company objectives.
Ability to balance expectations for job duties with a creative approach for problem solving.
Integrity and high ethical standards.
Excellent communication skills, both oral and written.
Understands business implications of decisions.
Ability to work in a team environment.
Willingness to provide enthusiasm and creative solutions to meeting customer needs and achieving the company’s goals.
Ability to work independently without supervision.
Ability to “think on your feet”, creative problem solving, determine and advocate customer needs.
Personable and able to develop and maintain good relationships.
Ability to maintain composure, positive attitude, and organization with multiple tasks amidst constant interruptions and conflicting priorities.
Financial aptitude with knowledge of or ability to learn business concepts related to sales and marketing, forecasting, negotiating deals, estimating, and tracking product and project costs.
Ability to negotiate with customers, suppliers, and coworkers.
Ability to effectively balance between customer satisfaction and optimizing financial returns.
Technical aptitude with the knowledge of or ability to learn engineering concepts.
Ability to read drawings and technical specifications of CAD work.
Knowledge of Windows-based applications.

Nice To Haves

Bachelor’s degree in Engineering (Mechanical preferred but not limited to) or similar field with one to two years’ experience, or Bachelor’s degree in business or technology with three to five years’ experience, or Associate degree with three to five years’ experience.
Industry Knowledge with five year’ plus experience.
Experience with Salesforce and Epicor ERP is a plus.

Responsibilities

Customer liaison during system application specification, estimating, quote preparation, order review, and support after the sale.
Provide the best customer service in the industry.
Cultivate an open communication environment.
Support the department head to meet and exceed company objectives.
Provide product solutions to customer problems, manages all customer questions regarding technical applications, pricing, delivery, capabilities, etc.
Select systems for customer specific applications.
Estimate margin dollars based on equipment costs on quotations and orders.
Handle Customer discussions concerning application and quotation issues.
Perform equipment troubleshooting and installation oversight.
Act as a project manager for your projects through engineering and manufacturing as necessary – working with customers, vendors, and internal customers.
Involvement with engineering during system testing.
Maintain records, files, and databases for future reference.
Handle customer complaints and warranty issues, provide solutions and negotiate credits, refunds, or rework options.
Function as customer advocate and represent the customer’s interests regarding quality issues and interpretation of customer’s needs and specifications.
Assist other departments as needed.
Other duties as assigned to meet departmental and Company objectives.