Climax Portable Machine Tools/H&S Tool – Wadsworth

Customer Service Representative

Climax Portable Machine Tools/H&S Tool

Wadsworth, OH

OUR MISSION

To help our customers do their work better, faster, safer, and more cost-effectively by bringing the most innovative, highest-quality portable machining, welding, and testing tools right to the job!

 Deliver an outrageously good customer experience – every interaction, everywhere, every time!

 Have fun doing it!

OUR VALUES

Core Competencies for All Employees:  Honesty, Integrity & Ethical Behavior; Teamwork; Ownership, Accountability & Results-Orientation; Customer Focus; Safety, Quality & Continuous Improvement Focus; Global Perspective; Innovative Spirit; Adaptive & Resilient.  Managerial Competencies (in addition to the above):   Performance Management & Developing Others; Strategic Vision & Change Agency; Business Acumen; Organizational Excellence.

JOB SUMMARY

Responds to customer requests for parts & service along with entering sales orders in the ERP system. Assists customer in application and machine selection process. Provides administrative support to Climax’s warranty repair, post-warranty repair, and rental refurbishment functions. Uses superior customer-oriented etiquette and technical expertise to promote intimate customer relationships and expand sales opportunities whenever possible.

ESSENTIAL FUNCTIONS

  • Accept and respond to customer requests for parts and service while providing outrageously good customer service
  • Work with customers on machine selection and application concerns
  • Process customer orders; coordinate activity with sales representatives, verify order accuracy, monitor for updates, changes, etc.; conduct follow up on open orders, backorders, ship dates, etc.; determine freight arrangements with customers
  • Evaluate customer accounts for valid credit
  • Assist Repair Techs with warranty service claims, including interfacing with customers
  • Follow up on pertinent customer needs in a timely fashion
  • Maintain current knowledge of company products specifications and applications
  • Work with sales and distributors to ensure proper machine configuration for rental orders
  • Prepare sales invoices, export documentation and related materials; generate shipping documents; maintain sales order files; deliver documents to shipping department as needed
  • Maintain customer data files in the Intuitive and SalesForce databases
  • Document all customer communication regarding quotes, sales orders, or service inquiries in SalesForce
  • Bill freight charges to customers
  • Contact customers about billing questions
  • Work with accounting to resolve billing issues
  • Assist with improvement projects for rentals, repair, parts projects
  • Assist in training team members in Parts / Service operations of the business
  • Support team members by assisting with overflow telephone calls
  • Perform clerical duties such as filing, copying, sorting and distributing mail.
  • Handle stress in a professional manner; demonstrate the ability to get along with others; demonstrate successful attendance and punctuality; work overtime / extra hours as required to meet business needs
  • Train and mentor others of less skill and/or experience
  • May occasionally travel, primarily in the local area
  • Other duties as required

EDUCATION / EXPERIENCE

  • Associates degree in Business Administration or related field
  • Strong phone customer service and technical skills
  • Excellent multitasking ability
  • One to three years of experience working with dedicated external customers in a global manufacturing industry
  • Demonstrated use and knowledge of a CRM, preferably with SalesForce.Com

The following are a plus:

  • Customer Service Experience via phone
  • Shipping Experience
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