Customer Service Support Specialist

1 month ago

Columbus, Ohio, United States Lincoln Electric Full time

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys.

Lincoln is recognized as the Welding ExpertTM for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world.

Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.

2B publicly traded company (NASDAQ:
LECO) with over 11,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

Location:
Columbus - Columbus, OH, United States (US)

Employment Status:
Hourly Full-Time

Function:
Customer Experience


Lincoln Electric Automation in Columbus, a subsidiary of Lincoln Electric, specializes in supplying industrial automation for metal casting, forging, and general foundry industries.

This includes mechanized and robotic products such as metal ladles, spraying equipment, part extraction, material handling, part finishing, palletizing.

Primary Function


Customer Support Specialists assist customers with spare parts sales, automation equipment quoting, and acts as a customer representative within Lincoln Electric Automation, Columbus.

The Customer Support Specialist builds, maintains, & grows relationships with customers and promotes a positive image throughout the industry.

This role is typically the first point of contact or a general resource for customer inquiries via email, phone, or in person.

Position Responsibilities

  • Build rapport with customers through friendly, engaging communication
  • Directly respond to customer complaints or inquiries in a quick & courteous manner
  • Generate & process spare parts quotes and orders
  • Helping customers identify equipment and part requirements
  • Enter & manage capital equipment quote opportunities in Salesforce
  • Maintain accurate cost sheets for quote proposals
  • Pursuing customers and vendors on outstanding invoices and purchasing orders (is there a better way you would word this?)
  • Work with team members to facilitate calls, manage work flow, and minimize lead times on products
  • Knowledgeable and up to date on Lincoln Electric Automation, Columbus products and sales strategies
  • Proactively recommend spare parts or services to customers to increase satisfaction and optimal performance of equipment
  • Attend regular sales meetings to insure lead times provided to customers are being met
  • Detail custom sales orders within the Kinetic ERP system.
  • Assist outside sales team with customer requests
  • Other duties and tasks as assigned by the Service Manager
  • Follow all relevant safety guidelines and contribute to the overall safety of the site
Role Qualifications

  • Provide leadership & guidance to colleagues in various departments to deliver outstanding customer service
  • Willingness to take initiative in following customer requests to completion
  • Adaptable in time management & organization based on day to day needs of customers
  • Apply root cause analysis in a variety of problem solving scenarios
  • Ability to effectively communicate both written and verbally
  • Basic understanding of electrical & mechanical systems
  • Experience with typical administrative software systems, MS Office Suite, & possess intermediate computer skills
  • Must be able to work flexible hours as needed; travel is occasional
  • HS Diploma
Preferred Qualifications

  • Experience working in industrial inside sales
  • Knowledgeable in the areas of importing and exporting goods in commercial applications
  • Understanding of how to read/interpret technical drawings

Physical demands and work environment:


The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work is a mix of sedentary, standing and walking.
When testing equipment this individual may have to occasionally lift 25 pounds, and be able to reach, bend, squat and stand.

  • Manual dexterity and visual acuity is needed to use testing equipment and measuring devices and tools.
Traveling is occasional; hours may be irregular.

  • Lincoln Electric Automation, Columbus works within the die casting, foundry, and forging industries.
The work environment will vary from customer to customer when visiting facilities. Temperatures vary and may be extreme.

  • The noise level is usually moderate.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The work statements above are intended to describe the general nature and level of work being performed by the individual classified as a Customer Support Specialist.
They are not considered an exhaustive list of all job duties.

Performance standards:

  • Annual performance appraisal.
  • Attainment of annual goals established between supervisor and incumbent.
Lincoln Electric is an Equal Opportunity Employer.

We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.

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