Customer Service Representative

Join Pro Mach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there's a place for you here. Be a problem‑solver, a closer, a futurist—whatever drives you. At Pro Mach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. Lako is a subsidiary of Pro Mach with a production facility in Perrysburg, OH.

• Identify key contacts within customer facilities and maintain high‑profile customer contact to guarantee quality customer service.
• Interface closely with Materials, Engineering and Service teams to ensure accurate information transfer.
• Receive and process customer requests for parts.
• Act as an effective liaison between customers and the business, providing personalized attention.
• Determine and assist customer needs in a timely manner to provide superior service.
• Provide accurate part pricing quotations and order confirmations to support aftermarket profitability objectives.
• Make upsell suggestions based on historical purchasing data and current items.
• Follow‑up with customers on open estimates by contacting them proactively.
• Work with customer procurement systems (e.g., Ariba) for orders when required.
• Maintain the integrity of the Syteline database by identifying, correcting, and communicating inaccuracies in customer information, parts, and pricing.
• Assist with marketing programs and promotions that drive parts sales.
• Gather market intelligence to secure and enhance market position.
• Create and maintain an installed machine library based on customer feedback.
• Liaise with the AR Department to resolve past‑due invoices efficiently.
• Empathize with customers and conduct proper complaint follow‑up.
• Interface with outside vendors to identify, purchase, and supply parts to end users.
• Maintain and create price records, including pricing of new items using the supplied calculator.
• Enter part orders into the system, coordinate with Shipping on expedited orders, and confirm payment terms.
• Manage multiple priorities in a timely fashion, reviewing orders, making decisions based on rules and providing status information.
• Coordinate special or critical orders to ensure correct and expedited shipment.
• Process repairs, returns, and credit memos promptly.
• Recommend process improvements to management, including requirements and needs identified.
• Suggest safety stock levels based on order volume and activity.
• Help price start‑up spare‑part kits for new customers.
• Assist with general departmental operations and special projects as assigned.
• Partner with other Pro Mach companies to capitalize on synergistic opportunities.

In addition to growth opportunities, as a Pro Mach employee you receive a competitive salary and comprehensive medical/dental/vision coverage, life insurance, disability insurance, paid time off, a retirement savings plan with a company match, and a wellness program. All these benefits are available on your first day of employment with no waiting period. Your education and experience influence placement within our salary range, and potential short‑term incentive opportunities may also be available.

• High school diploma or equivalent.
• Excellent verbal and written communication and customer service skills.
• Knowledge of packaging equipment helpful.
• Experience in a manufacturing environment preferred.
• Proficiency with an ERP system, Windows, Word, and Excel;
  Infor/Syteline a plus.
• Experience with Salesforce or other CRM software preferred.
• Good interpersonal skills to interact positively with internal team and customers.
• Strong team player.

Pro Mach, Inc. is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility. Pro Mach is a drug‑free workplace. We will ensure that individuals with disabilities are provided reasonable accommodation.