Customer Support & Order Management Representative

The Customer Service Representative is responsible for supporting the customer service, sales, and order entry functions of BITZER. The ideal candidate must be effective and efficient with processing all customer requests with minimal supervision and within BITZER’s guidelines.

Reports To: OEM Customer Service Supervisor

Status:
Full time

Duties & Tasks:

· Coordinate all Customer Service activities associated with assigned market or product line.

· Ensure quotes and orders are promptly processed, as well as accurately conveyed and entered both the company ERP and CRM systems.

· Understand customer needs and requirements to assist with product configurations and selections.

· Work closely with Engineering, Manufacturing and Purchasing to ensure customer orders meet associated delivery deadlines and quality expectations.

· Communicate with internal departments such as Operations, Technical Support, Quality, Sales, Accounts Receivable, and Engineering as required.

· Oversee the status of assigned orders from entry through production and delivery.

· Research purchase and account histories

· May handle freight quotes and logistical issues.

· Coordinate order fulfillment through remote locations as needed.

· The CSR will be expected to go on-call during their assigned weeks throughout the year. Each CSR will also be assigned a holiday for the on-call rotation. While on-call, the CSR is responsible for any emergency orders/calls that come in after hours or on the weekend/holiday.

The on-call schedule begins on a Friday, and the CSR will work 9a-6p. Monday through Thursday, the CSR will be scheduled from 8a-6p, and on the next Friday 8a-12p. The CSR will then hand off the emergency phone to the next CSR in the rotation and leave ir usual schedule will resume the following Monday, until their next on-call rotation.

Competencies (Knowledge, Skills & Abilities):

· Self-motivated and goal-oriented

· Ability to learn quickly and adapt accordingly.

· Strong attention to detail

· Ability to function as a team player within a diverse group and the capacity to work independently under minimal supervision.

Requirements:

· Strong project management and problem-solving skills

· Ability to apply common sense to understand and carry out details

· Familiarity with CRM systems and workflow concepts

· Must be able to handle a high volume of emails and calls simultaneously.

· Ability to multi-task in a fast-paced environment and meet deadlines with frequent interruptions.

· Excellent written and verbal communication skills with the ability to interact well with people.

· Computer experience with Windows and MS Office tools such as Word, Excel and Outlook.

· General understanding of order entry and B2B sales processes.

· HVAC/R technical skills a plus.

· This job is performed in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The overall business is a manufacturing environment and at times may have to go into the manufacturing area wear proper PPE is required.

Physical Demands:

· While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; bend; stoop; use hands; and reach with hands and arms. May be required to lift up to 25 pounds.

Employee Benefits:

· Medical Insurance (heavily subsidized by the Company)

· Company paid Vision Insurance, $50,000 life insurance and Short and Long-Term Disability

· 2 Weeks Paid Vacation and 5 Paid Personal Days

· Education Reimbursement (must be approved by manager)

· 401(k) Plan where it matches dollar-for-dollar up to 4% of compensation; 100% vested immediately

· Company Long Term Incentive Plan based on the profitability of the Company; 100% vested after 6 years on a graded scale)

Who We Are:

Bitzer Us Inc. is a leading manufacturer of key components used in commercial and industrial refrigeration and air conditioning systems. These key components include compressors, pressure vessels such as condensers and evaporators, compressor packages, and condensing units. Other products include waste heat-to-power equipment that…