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Customer Service Representative

2 months ago

Charlotte, United States Nederman MikroPul Full time

Are You?

  • Ready to use your skills to drive and lead the team to success?
  • Hungry to always find a better way of doing things?
  • Thrilled about working for a global industry leader in its mission to shape the future for clean air?

At Nederman, our mission is to protect people, planet, and production from harmful effects of industrial processes. By doing that, we contribute to efficient production, environmental benefits, and safer workplaces. Clean air is a cornerstone of sustainable production.

Nederman is committed to providing our customers with leading engineering, design and turn-key air filtration solutions and services. We value employees who are highly motivated, well organized and have a desire to be part of a team-oriented culture, and with a passion for handling challenging and diverse assignments. Our ideal candidate will be an enthusiastic self-starter who thrives in a fast-paced, pro-active and growth-oriented environment that can prioritize and maintain oversight of multiple tasks simultaneously. They will be comfortable rolling up their sleeves and digging into the details as they work to broaden their business acumen and leadership skills for future personal growth and development within the corporation.

Job Summary

The role will hold major responsibilities in providing sales support and customer service to MikroPul, Luwa, and Gas Turbine customers for all proprietary products, their auxiliaries provided by these groups, and the installed base of proprietary products as acquired by Nederman Group.

Main Tasks and Responsibilities

  • Provide quality front line support responding to and directing all inbound calls and customer inquiries while maintaining excellent customer relations.
  • Collect contact and dust collector information (model/serial #) and update CRM records, i.e. touchpoint, asset, next steps, etc.
  • Responsible for ensuring responses to customer requests are timely and complete while adhering to service procedures & guidelines as implemented.
  • Continuously develop advanced product knowledge to effectively respond to customer requests.
  • Respond to RFQs using CRM quote tool at the direction of Inside Sales.
  • Assist with scheduling of maintenance by field service technicians.
  • Coordinate parts orders and delivery schedule with both internal personnel (Field Service Manager & Purchasing team) and customer contacts.
  • Routine outbound calls to existing customer base.
  • Create and send customer invoices at the direction of Inside Sales.
  • Respond to Purchasing and Finance personnel requests for customer invoicing.
  • Liaise with warehouse personnel and buyers to identify and resolve shipping issues preventing the issuance of an invoice.
  • Maintain data files that support market and pricing strategies.
  • Generate monthly reports to include (1) Monthly & Annual Revenue, by Customer; Parts Demands, by Customer; Year over Year Revenue, by Customer (2) Quote Activity and Hit Ratios, Market Feedback, and Customer Issues Log.
  • All other duties that may be necessary from time to time outside the normal scope of your job description that will contribute toward the Company meeting its goals and objectives

Qualifications

Your Experience & Education

  • High School Diploma minimum; Associate Degree in relevant field preferred
  • At least 3 to 5 years of back office experience in a B2B sales environment with a single employer, manufacturing/industrial preferred
  • 1 to 3 years converting pre-qualified leads and/or generating new parts business with existing customers

Your Skills & Traits

  • Very strong communication skills – both verbal and written.
  • Experience with quote development, purchase order workflow, invoicing, and product delivery processes.
  • Ability to multi-task; direct inbound calls and web inquiries, make outbound calls, update various databases, and perform project work.
  • Proficiency with Microsoft Office Suite: Dynamics 365 (CRM), Excel, Word, Outlook, Teams.
  • Experience with J.D. Edwards and IFS 10 (ERP) is a plus.
  • Self-directed learner with a client-centric approach to problem solving.
  • Organized and goal oriented; interface with multiple departments, provide timely status updates, complete tasks and document outcomes.

What we offer is more than just a job…

  • An opportunity to be part of a truly innovative and fast-growing international company
  • A team-focused work environment where your efforts won’t go unnoticed or unappreciated
  • Competitive compensation and benefits including PTO, health care insurance, 401K, disability, and life insurance

Applicants for employment are to be considered for employment based on the individual applicant’s qualifications and without regard to race, color, creed, gender, age, disability, national origin, religion, veteran status, uniform service member status, marital status, sexual orientation, citizenship status, genetic information, or on account of membership in any protected category under federal, state, and local laws.