Customer Service Representative; Guiding & Web Tension Specialist

Primary Responsibility

This position is responsible for customer liaison during system application specification, estimating, quote preparation, order review, and support after the sale.

• High level of quoting experience to provide the best customer service in the industry
• Strong mechanical aptitude with ability to provide conceptual solutions
• Provide the best customer service in the industry
• Cultivate an open communication environment
• Support the department head to meet and exceed company objectives in an efficient manner
• Provide product solutions to customer problems, manage all customer questions regarding technical applications, pricing, delivery, capabilities, etc.
• Select systems for customer specific applications. Requires meeting customer needs and interaction with other team members and departments for nonstandard applications.
• Estimate margin dollars based on equipment costs on quotations and orders
• Handle Customer discussions concerning application and quotation issues.
• Ability to perform equipment troubleshooting and installation oversight.
• Act as a project manager for your projects through engineering and manufacturing as necessary – working with customers, vendors, and internal customers
• Involvement with engineering during system testing
• Maintain records, files, and databases for future reference
• Handle customer complaints and warranty issues, provide solutions and negotiate credits, refunds, or rework options
• Function as customer advocate and represent the customer’s interests regarding quality issues and interpretation of customer’s needs and specifications
• Assist other departments as needed
• Other duties as assigned to meet departmental and Company objectives.

• Preferred:
  Bachelor’s degree in Engineering (Mechanical preferred but not limited to) or similar field with one to two years’ experience, or Bachelor’s degree in business or technology with three to five years’ experience, or Associate degree with three to five years’ experience.

• Able to handle pressure well, be self‑motivated and detail oriented
• Ability to work collaboratively across functions to accomplish goals and meet company objectives
• Ability to balance expectations for job duties with a creative approach for problem solving
• Integrity and high ethical standards
• Excellent communication skills, both oral and written

• Understands business implications of decisions
• Ability to work in a team environment
• Willingness to provide enthusiasm and creative solutions to meeting customer needs and achieving the company’s goals
• Ability to work independently without supervision
• Ability to “think on your feet”, creative problem solving, determine and advocate customer needs
• Personable and able to develop and maintain good relationships
• Ability to maintain composure, positive attitude, and organization with multiple tasks amidst constant interruptions and conflicting priorities
• Financial aptitude with knowledge of or ability to learn business concepts related to sales and marketing, forecasting, negotiating deals, estimating, and tracking product and project costs
• Ability to negotiate with customers, suppliers, and coworkers
• Ability to effectively balance between customer satisfaction and optimizing financial returns
• Technical aptitude with the knowledge of or ability to learn engineering concepts
• Ability to read drawings and technical specifications of CAD work
• Knowledge of Windows-based applications; experience with Salesforce and Epicor ERP is a plus
• Understanding or ability to learn Ethernet-based networking

• Ability to sit for extended periods of time
• Able to wear personal protective equipment (if entering designated manufacturing areas) – safety shoes, safety glasses, hearing protection, etc.
• Position located in Oklahoma City, OK (Hybrid after 1-year on-site training period)

Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.