Customer Service Representative-Parts

Job Summary

At PFlow Industries, you won't just be another employee—you'll be an employee-owner shaping our future. As a 100% employee-owner, industry-leading manufacturer, every team member has a voice, a stake, and a reason to be proud of the work we do. We're a growing, multi-year Top Workplace Winner with a strong, family-oriented culture where people support one another and succeed together. If you thrive on variety, enjoy problem-solving, and want to be part of a winning team that truly values its people, this is your opportunity to grow your career and make an impact.

Skills Needed:

• Ability to exercise diplomacy and tact in all verbal and written communications.
• Excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions.
• Excellent communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers.
• Strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks.
• Self-motivated and the able to work independently and as part of a project team.
• Ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality work.

Role & Responsibilities:

• Receives a high volume of incoming telephone calls and emails from dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow VRC equipment. Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Product Support Department.
• Generates quotations, enters orders and provide frontline support to PFlow customers by managing requests from initial inquiry to completion to ensure complete customer satisfaction.
• Researches and identifies the parts needed by locating drawings, manuals, part numbers, consulting with Technical Support Advisors or Engineering as needed.
• Resolve product or service problems by clarifying the customer issue, determining the cause of the problem, explaining the best resolution to solve problem, expediting the correction and following through to ensure resolution.
• Works with Engineering, Purchasing and all other departments to generate detailed quotations for field repairs and upgrades.
• Processes sales orders and generates RMAs (Returned Material Authorizations.)
• Build sustainable relationships of trust through open and interactive communication with customers and internal colleagues by working collaboratively with Service Manager, team members and across departments to resolve issues and deliver an exceptional customer experience.
• Maintain a strong working knowledge of procedures, processes, products and pricing strategies to ensure adherence to these policies and procedures.
• Assists with accounts receivable collections when needed.
• Follow all Documentation Procedures established to ensure customer information is saved in a central location and easily accessible by those in the company for timely responses in accordance with required procedures.
• Communication customer complaints or concerns quickly and professionally to service manager to discuss resolution and maintain good customer relationships.
• Actively supports continuous improvement efforts and adapts to new technologies, systems, and procedural changes to enhance efficiency and service quality.
• Generous ESOP retirement contribution from the company
• Health Insurance with a $0 deductible option
• 401(k) with company match
• Dental and Vision Insurance
• Flexible Spending Account/Health Savings Account
• Paid Time Off and paid Holidays
• Company paid STD, LTD and Life Insurance
• Employee Assistance Program
• Company Events…