Aftermarket Customer Support Representative -F

Position: Aftermarket Customer Support Representative 3 M-F
• Address regular customer calls and emails
• Support and review customer escalations for claims, invoice disputes, and overdue accounts until resolved
• Resolve Returned Merchandise Authorizations, customer claims and invoice disputes
• Attend CRM Front Desk requests
• Ensure Customer Purchase Orders are processed accurately and entered within a timely manner using the company ERP system (M3)
• Address pricing requests (RFQ) for routine and non-existent items, with various departments (Industrialization, Finance, Process Engineering, etc.) using historical data, catalogs, and a price calculator
• Utilize the M3 (ERP) system to respond to customer inquiries and update Customer Pos
• Participate in daily Customer PO updates with the aftermarket team (i.e., BOARD Reviews)
• Collaborate with operations and supply chain to expedite orders
• Assist in customer escalation with the Aftermarket Manager
• Partner closely with the Integrated Project Team (IPT)
• Back-up to invoicing activities, to ensure this is done timely post-shipment, ensuring tracking numbers are received
• Back-up support for Pull & Ship Orders between Stockroom, QA, and Operations
• Review and set up new customers
• Collaborate with operations and supply chain to expedite orders
• Participate in daily Customer PO updates and update priorities
• Training other Customer Support Representatives, as needed
• Other duties, as assigned

Job Requirements

Education:

High school diploma required;
Bachelor's degree preferred.

Experience:

Minimum of 6 years of data entry and customer service experience, preferably in a manufacturing supply chain environment. Computer:
Advanced skills in Microsoft Excel, PowerPoint, and Word. Knowledge of basic ERP/MRP functions and/or related application, required.

Experience with Power BI Tools is desirable. Other

Skills:

Able to accurately handle complex tasks and meet tight deadlines. Ability to manage difficult customer interactions and finding effective solutions. Works well under pressure, collaborating with various teams to meet customer needs and improve service. Efficiently manages multiple tasks while maintaining high quality service. Identifies problems and negotiate solutions that satisfy both customers and the company. Proactively suggests process improvements for greater efficiency and better customer experience.