JOB SUMMARY:
This position provides customer service support for the ordering of replacement parts or consumable items.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Handle customer interactions, whether phone, email, or portals, from start to finish including quotation, order management, and cross-functional collaboration to ensure customer satisfaction
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Develop relationships with customers and use product and process knowledge to provide an exceptional customer experience
- Resolve customer inquiries and complaints from multiple channels effectively with moderate supervision
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Process and monitor in-house customer repairs of equipment, ensuring materials are timely processed and invoiced
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Generate RMA’s and assist in tracking their status
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Identify new & existing customers to enroll in consumable discounts and loyalty programs
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Work closely with internal purchasing and manufacturing departments to obtain current part pricing and lead times
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Assess customer issues and identify resources and tools to provide solid solutions with an emphasis on minimizing customer effort
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Understand and contribute to company goals, missions, and philosophies as expressed by the parts manager
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Contribute ideas, decision-making skills, and good judgment to achieve objectives
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Involved in process improvement through collaboration with peers, inter-company departments, and leadership to exceed goals
MINIMUM EDUCATION AND QUALIFICATIONS:
- High School Diploma or equivalent
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1 or more years of experience handling a high volume of inbound calls or working in a customer support role
KNOWLEDGE, SKILLS AND ABILITIES:
- Excellent interpersonal skills with strong written and verbal communication skills. Superior customer service skills
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Solid computer skills with a proficiency in Windows-based programs
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Experience using ERP/CRM programs such as Infor, Salesforce, or other data entry software tools
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Excellent phone etiqueette
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Basic data entry/keyboarding skills
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Must be able to multi-task and establish priorities
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Must be a forward-thinker with a continuous improvement mindsset
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Ability to thrive in a constantly changing environment
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Possess and demonstrate effective management, organizational and problem-solving skills
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Possess a high level of accuracy and attention to detail
PROTECTIVE CLOTHING AND EQUIPMENT:
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Steel-toe shoes
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Eye protection
WORKING ENVIRONMENT:
The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.
- Work is performed in a moderate to loud manufacturing environment. The noise level in the work environment is usually moderate.
Messer Cutting Systems is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
