Customer Service Representative

TRUMPF•Farmington, CT

4d•Hybrid

About The Position

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges? The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and the team members within the Service and Spare Parts Departments. The CSR is responsible for answering incoming calls and emails from internal and external customers. The candidate is also responsible for creating cases and processing orders and quotes. Provided the requirements are met there is an opportunity to work remotely from a home office, up to three days per week.

Requirements

Previous customer service experience is mandatory.
The candidate must have experience with handling a large volume of incoming calls and must be able to communicate patiently and diplomatically.
Good organizational skills and the ability to successfully multi-task is required.
Knowledge of Microsoft Office, SAP or other CRM systems is necessary.
Minimum High School graduate or equivalent.

Nice To Haves

College degree or equivalent education preferred.

Responsibilities

Maintain a high level of professionalism with clients and work to establish a positive rapport with internal and external customers
Process a high volume of incoming calls
Identify and assess customers’ needs in order to achieve high customer satisfaction
Provide accurate, valid and complete information to our customers by utilizing the proper tools / methods
Enter quotes and orders in an accurate, prompt and professional manner
Review customer purchase orders for accuracy and request updated purchase orders when needed
Create cases using information provided by the customer in an accurate, prompt and professional manner
Utilize tools to process internal and external customer requests in a timely manner to achieve high customer satisfaction
Use internal documents to request additional information when needed to complete customer requests
Follow communication procedures, guidelines and policies
Ability to maintain an organized work environment and switch between multiple screens without making errors
Become familiar with department KPIs and work toward achieving the teams’ targets
Work with other internal TRUMPF departments as needed
Handle miscellaneous administrative duties as they become necessary