Product Application Specialist; CSR

Job Description

Job Description

A customer-facing role that combines order management with technical product support. The ideal candidate has mechanical aptitude and can help customers select industrial products, address application questions, and recommend solutions based on their equipment and operating needs.

Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax, and occasional public interaction (trade shows, customer site visits, internal and external). Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written. There are three customer service representative tiers that define levels of training, ability, and responsibility:

CSR ICSR IICSR IIICore competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Provide the best customer service in the industry

Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations

Establish and maintain customer records and contact information

Processing of inquiries for product quotes (duplicate units and new units)
Processing of sales orders from customer purchase orders (duplicate units and new units)
Daily quote follow up and quote status updates including closure

Expedite and communicate status inquiries on unit/part quotes and sales orders

Communicate information on product applications, features and benefits

Support after sales inquiries for parts, service, repairs, warranty, policy and commercial issues

Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements

Support continuous improvement initiatives and processes through active involvement

Manage waste responsibly (utilize proper containers, participate in the recycling programs)
Promote energy conservation

Actively support and maintain business objectives and initiatives

Other duties as assigned to meet departmental and company objectives

Associate degree with 3 - 5 years' Customer Service experienceORGED/high school diploma with a strong background in the industry with equivalent years' experience in design, sales, job shop, machining, or web handling industries

Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings

Excellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information

Able to handle pressure well and be detail-oriented

Integrity and high ethical standards

Strong organizational skills

Fluent in standard Windows based application

Knowledge of Epicor ERP system is a plus Ability to work in team and individual environments without supervision, self-motivated.

Ability to work collaboratively across functions to accomplish goals and meet company objectives

Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed

Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company's goals

Ability to thrive in a fast-paced environment

Ability to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures

Ability to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics

Ability to assess own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others

Ability to understand business implications of decisions;…