Customer Service Representative III

Position Summary

Provides friendly, effective, and efficient customer service by utilizing in-depth knowledge of company products and procedures.

• Order management and general administrative functions – order entry, expediting, filing, tracking, etc.
• Communicates with distributors and customers by phone and email.
• Responds to product inquiries from domestic and international distributors and customers.
• Assist distributors and customers to ensure proper selection and installation of products.
• Prepares detailed quotations for distributors and customers.
• Coordinate customer and distributor activities with Sales Managers, Product Managers, and Engineers.
• Prepares detailed repair evaluations and failure analysis. Consults with customer and repair technician for effective resolutions.
• Provides inside sales support, knows products, applications and product specifications, features and benefits to capitalize on opportunities to recommend products and alternatives in light of customer requirements.
• Provides phone and email technical support for products including pumps, motors, and related accessories (Iwaki Pumps)
• Acts as a resource of technical information for customers, distributors, sales managers, and customer service reps on products, applications, and competitors.
• Reviews detailed engineering specifications and makes proper product selections. Documents exceptions to specifications when necessary.
• Works with vendors to select and quote non-standard accessories. For Iwaki Pumps this includes base plates, motors, etc.
• Assembles and submits supporting technical documentation packages for distributors and direct customers as dictated by specific project order requirements.
• Performs product troubleshooting activities in concert with Sales Managers, Product Managers and Engineers; anticipates design, performance, and installation issues that may impact successful application.
• Assists in product training for distributors, customers and internal personnel

• Bachelor’s degree in technical field
• Iwaki Pumps specific:
• Experience in Customer Service role related to centrifugal pump hydraulics, applications engineering including sizing, chemical compatibility, installation and recommendation of related ancillaries.
• Prior customer Service role related to industrial pump products.
• Proven technical knowledge through educational achievements and work experience

• Ability to patiently defuse and resolve customer complaints
• Time Management – ability to organize and manage multiple priorities in a fast-paced environment
• Team player - can effectively interact with internal departments
• Strong verbal and written communication skills
• Proficient in Microsoft Word, Excel, and Power Point
• Ability to work well with little supervision