Customer Service Representative

TITLE:

Customer Service Representative

REPORTS TO:

Tonea Williams

DEPARTMENT:
Service

STATUS:
Full Time

EMPLOYMENT CATEGORY:
Non-Exempt

TRAVEL REQUIRED:

None

DIRECT REPORTS:
None

Metal Forming LLC is the North American leader in metal fabricating machinery technology. The company sells and services high quality metal folders, shears, roll formers, press brakes, and automation from the most respected manufacturers across the globe.

Basic Functions: Communicate with customers using various methods to answer product and service questions and suggest information about other products and services. Create quotations, take payment information, process orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.

Key Accountabilities and Responsibilities:

• Receive initial customer correspondence regarding tech support or field service.
• Create service case and work order and assign to relevant technician on CRM.
• Open and maintain customer accounts by recording account information on CRM.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepare service reports by collecting and analyzing the issues and take actions.
• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Keep records of customer interactions, process customer accounts and file documents on CRM
• Go the extra mile to engage customers
• Use telephones to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Take payment information and other pertinent information such as addresses and phone numbers
• Answer questions about warranties or terms of sale
• Inform customer of deals and promotions
• Assist the Assistant Service manager in scheduling technicians and collect relevant information
• Create service jobs on the ERP system
• Close out or open call records or escalat through CRM
• Manage open Cases and Work Orders for Technical Support
• Other tasks as assigned

Education and Experience Requirements:

• High school diploma or equivalent
• 3 years’ customer support experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters

Physical Context/Work Environment: This position works in an office environment.