Sales and Operational Support Specialist

• Employee Type Exempt

Description

At PFlow Industries, you won’t just be another employee—you’ll be an employee-owner shaping our future. As a 100% employee-owned, 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.

• Strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks.
• Ability to handle multiple competing priorities, work under pressure and meet deadlines while producing accurate, high-quality work.
• Self-motivation and the ability to work independently and as part of a project team
• A “can do” attitude with a willingness and ability to exceed customer expectations.
• 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.
• Ability to exercise diplomacy and tact in all verbal and written communications.

• Leads communication with customers and internal teams, providing assistance and problem resolution.
• Manages a high volume of incoming calls and emails from customers, dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow Cartveyor equipment. Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Cartveyor Business Unit.
• Generates detailed quotations, processes sales orders and provides comprehensive frontline support to PFlow customers by managing requests from initial inquiry to completion ensuring customer satisfaction.
• Initiates and manages Case ’s, warranties and RMAs (Return Material Authorizations) in M2K system.
• Provides proactive tracking information and updates to customers.
• Researches and identifies parts needs independently by locating drawings, manuals, part numbers and consulting with Technical Support Advisors or Engineering, as needed.
• Resolves product or service issues promptly and independently by clarifying the customer’s concern, determining root cause, explaining resolution steps, expediting the correction and managing through to resolution.
• Escalates critical internal and external customer issues to Cartveryor leadership in a timely manner.
• Identifies continuous process improvement opportunities.
• Collaborates with internal departments to generate detailed quotations for field repairs and equipment upgrades.
• Builds cross-departmental working relationships through open and timely communication and collaboration to resolve issues and deliver an exceptional customer experience.
• Maintains a strong working knowledge of PFlow Industries‘ procedures, processes, products and pricing strategies to ensure compliance.
• Follows all documentation procedures to ensure customer information is saved in a central location and easily accessible to ensure timely responses in accordance with required procedures.
• Assists with accounts receivable collections when needed.
• Assists in leading Cartveyor sales, service and operational business unit project management initiatives.
• Assists Cartveyor Materials Manager with material planning process execution and project implementations.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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…