Customer Service Representative

The Customer Service Representative role is a commercial resource who is focused on new and existing business and customer relationship management. Customer base includes an assigned account package and partners with the Key Account Manager and/or Inside Sales role to support existing accounts and to provide a pricing quote for new business generated by the KAM/IS role. The position requires multiple years of experience in Customer Service roles in a specific industry relevant to open HCR.

• Strategic and operational
  • Primary point of contact at assigned account package for quote creation on existing business, quote creation on projects from KAM/IS, order entry (including discreet, blankets, EDI order management, as examples but not limited to), order contract review, initial quality notifications, and managing customer survey completion.
  • Be a custodian of customer data. Consistently enter all quotes into CRM and ERP systems, contact information is maintained and kept up to date in all systems, all sales-related activities in accounts are captured as activities in CRM and ERP systems, CRM and ERP customer pricing data is maintained for accuracy, and utilization of the CRM and ERP task feature.
  • Creation and maintenance of new and existing customers within our CRM and ERP systems.
  • Assistance in carrying out market analyses, identifying market trends, and observing the development of the competition. This is to be documented in CRM and ERP account notes and shared with the BU team as applicable.
  • Manage website leads and e-commerce order follow-up for assigned accounts.
  • Enter quarterly forecasting utilizing the IBP tool for assigned accounts.
  • Develop and foster customer relationships to ensure we are exceeding customer expectations.
  • May act as the initial point of contact for existing customers for testing, quality, and customer approval.
  • Enters customer quality complaints, responses, and actions in the CRM, ERP, and other appropriate programs.
  • Maintains customer purchase order files.
  • Other responsibilities as assigned.
• RFQ process
  • Gather all technical and commercial information required for a successful RFQ process. These include, but are not limited to: material, drawing, standards, specifications, and specific requirements, commercial intelligence, quantities, and target pricing.
  • Clarify technical customer requirements if requested by Product Line Leader.
  • Complete quote in CRM and forward to KAM/IS for their approval and next steps.
  • Focus on driving customers toward MyAccount functionality when possible.

• High school diploma or GED; and three to five years related experience and/or training
• Knowledge of the production and application of elastomer components is preferred.
• Purposeful, communicative, and customer-oriented personality.
• Good analytical, technical, and financial skills.
• Proficient CRM experience preferred.
• Exceptional interpersonal skills to work cross-functionally and as a team player.
• Self-directed/motivated, comfortable working in home office as well as office environments.
• Excellent writing and verbal communication skills and the ability to communicate at all levels.
• Expert English proficiency (verbal and written).

• Dedicated home office space or travel into local office-TBD by Head of Sales Americas
• Willingness to travel and support conferences, shows, and exhibitions

Pay Range: $68,400.00 - $75,000.00 annual