Customer Service Representative

Federal Mfg•Perrysburg, OH

15d•Onsite

About The Position

Lako, a subsidiary of ProMach, is seeking a talented Customer Service Representative to join their growing team in Perrysburg, OH. The CSR will be responsible for interfacing with customers, providing enhanced customer satisfaction, and meeting company revenue and profit goals. This is a unique opportunity to join a growing industry with a promising future.

Requirements

High school diploma or equivalent
Excellent verbal and written communication and customer service skills
Experience and proficiency with an ERP system, Windows, Word, and Excel helpful
Good interpersonal skills to interact in a positive manner with both internal team and customers
Great team player

Nice To Haves

Knowledge of packaging equipment helpful
Experience in manufacturing environment preferred
Infor/Syteline a plus
Experience with Salesforce or other CRM software preferred

Responsibilities

Identify key contacts within customer facilities and maintain high profile customer contact to guarantee quality customer service.
Interface closely with Materials, Engineering and Service teams to ensure accurate information transfer.
Receive and process customer requests for parts.
Act as an effective liaison between our customers and our business, providing a high degree of personalized attention.
Provide superior customer service by determining and assisting customer needs in a timely manner.
Provide customers accurate part pricing quotations and order confirmations to support aftermarket profitability objectives.
Make upsell suggestions to customers based on historical purchasing data and items they are currently buying.
Follow-up with customers on open estimates by directly, proactively, contacting them.
Work with customer procurement systems (i.e. Ariba) for orders when required.
Maintain the integrity of our Syteline database by identifying/correcting/communicating inaccuracies in customer information, parts, and/or pricing.
Help with any marketing programs and promotions that drive parts sales.
Assist with gathering market intelligence to secure and enhance market position.
Create and maintain installed machine library based on feedback from customers.
Liaise with the AR Department to help resolve past due invoices as efficiently and expeditiously as possible.
Empathize with customer and ensure that proper customer complaint follow up is conducted.
Interface with various outside vendors to identify, purchase and supply parts to end users.
Maintain and create price records including the pricing of new items using supplied calculator.
Enter parts orders into the system, work with Shipping on expedited orders, confirm and enter payment terms as necessary.
Manage multiple priorities in a timely fashion including reviewing customer orders, making decisions based on departmental rules and conditions, and providing order status and part number information to internal and external customers.
Coordinate special or crucial orders to ensure these orders are expedited and handled correctly for shipment.
Process repairs, returns, and credit memos in a timely manner.
Make recommendations to management concerning improvements to processes and procedures, requirements and other needs as identified.
Make suggestions for safety stock levels based on order volume and activity.
Help price start-up spare part kits for new customers.
Assist with general departmental operations, other duties and/or special projects as assigned.
Partner with other ProMach companies to capitalize on synergistic opportunities.