Customer Service Technical Specialist

Description

The core responsibilities of this role include the following, with additional duties assigned as needed:

• Handle incoming customer calls and prepare phone quotations within the technical product space—
  brushes, brush holders, and molded brushes
  —serving end users, distributors, and OEM customers.
• Address customer questions, concerns, and issues while entering, routing, and expediting orders to ensure products are delivered on time.
• Serve as a technical subject matter expert
  , guiding customers toward the correct product solutions.
• Receive customer samples, use precision measuring tools to document dimensions, and prepare quotes for items identified with Helwig stock or 14-digit part numbers.
• Convert phone inquiries into orders, enter sample orders, and return samples to the appropriate Customer Service representative for proper disposal or return shipment.
• Collaborate closely with Design and Production teams to communicate customer needs, evaluate feasible production solutions, and generate accurate customer quotes. Perform technical costing and pricing for brushes, brush holders, and molded brushes. Identify brush types over the phone and translate customer input into the correct product output.
• Work in partnership with fellow Techsquad team members to learn, share knowledge, and maintain strong communication. Coordinate with Design and Application Engineering teams as needed.
• Enter and maintain data in company databases, including Customer Documentation and Application databases, ensuring accurate information for future reference.
• Learn and apply the Helwig part numbering system and utilize internal tools to search for brush products.
• Assist customers by recommending stock parts when appropriate and, with guidance, understand which product features offer flexibility.
• Maintain open communication with the Technical Supervisor and VP of Business Development, offering recommendations to enhance technical customer service processes and standard operating procedures.
• Maintain accurate customer records and documentation.
• Generate customer memos and participate in department and production meetings as required.
• Adhere to ISO procedures consistently.
• Perform additional functions as needed to support overall Company Goals.

To perform successfully, individuals should demonstrate strength in the following areas (see Competency Dictionary for detailed behaviors):

• Safety & Security
• Continuous Improvement
• Attendance and Punctuality
• Quality of Work
• Honesty & Integrity
• Analytical Thinking and Problem Solving
• Energy and Enthusiasm
• Communication and Influence
• Accountability
• Customer Service Excellence

To excel in this role, an individual must be able to perform each essential duty effectively. The requirements below represent the necessary knowledge, skills, and abilities. Reasonable accommodations may be made for individuals with disabilities.

• High school diploma or GED preferred
• Two years of Technical School preferred
• Minimum of three years of customer service and/or order/data entry experience
• Relevant technical experience will also be considered

Ability to read and interpret documents such as safety rules, operating instructions, maintenance instructions, and procedure manuals.

Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic algebra and geometry concepts.

Ability to apply common sense understanding to carry out written, oral, or diagram-based instructions. Ability to solve problems involving several concrete variables in standardized situations.

Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.

Ability to manage and complete multiple tasks within required timelines.

The physical requirements listed represent those necessary to perform the essential functions of the job. Reasonable accommodations may be made for individuals with disabilities.

While performing this role, the employee is regularly required to talk or hear. Frequent use of hands for handling or feeling objects and reaching with hands and arms is required. Occasional standing and walking may be necessary. Vision requirements include close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually minimal.