Customer Service Representative

4 weeks ago

Wood Dale, United States nVenia, A Duravant Company Full time

nVenia, a member of the Duravant family of operating companies, is a manufacturer and supplier of integrated solutions and packaging equipment machinery. With over 300 years of combined experience, our long-standing brands of Arpac, Fischbein, Hamer and Ohlson serve end customers in the consumer-packaged goods, food and beverage, industrial, and other markets.


The Customer Service Rep (CSR) is responsible for providing customer service excellence with every customer interaction.The CSR will assist customers to identify the correct part and/or solution for their needs (equipment), sell the solution and process the orders for prompt delivery. They will work with a sense of urgency to follow up on open quotes, process customer quotes and orders, and work cross functionally with various teams (such as engineering or field service) to provide assistance where necessary.


ESSENTIAL RESPONSIBILITIES

  • Responsible for delivering a personalized customer experience by understanding customer needs, providing solutions, and ensuring it is delivered accurately and promptly.
  • Assist customers to identify the parts they require for their specific machines utilizing the ERP system, Bill of Material system, machine manuals and assembly and part drawings.
  • Capture customer issues and coordinate with Field Service Team, Engineering and Final Assurance to assist customers in troubleshooting any technical problems.
  • Follow-up on open quotes by contacting customers to complete the sale.
  • Process customer quotes and sales orders quickly for prompt delivery.
  • Provide status updates to customers on order progress.
  • Develop client relationships as first point of contact for any customer inquiries.
  • Execute special promotional offerings by explaining to customers the benefits and value of the promotion.
  • When purchased parts are not available in the stockroom, work with the Materials Team to arrange “Drop Shipments” from our vendors to the End User.
  • Work with the Materials Team to arrange “same day shipments” when customers need parts expedited to their facility.
  • Issue Return Authorization numbers to customers for warranty and/or defective parts. Issue appropriate credits.
  • Follow-up on open RMA’s to ensure that the parts are returned to nVenia.
  • Assist the Director of Aftermarket Services on special assignments designed to both drive revenue and improve operational efficiencies.


POSITION SPECIFIC COMPETENCIES

  • Customer Focused
  • Quick Learner
  • Communication proficiency (written and oral)
  • Professional and customer friendly telephone manner
  • Teamwork
  • Technical Knowledge
  • Proficiency in blueprint reading
  • Accuracy of order processing
  • Computer proficiency - Word, Excel, Safeforce, ERP Systems
  • Proficiency in multi-tasking in a fast-paced environment


POSITION REQUIREMENTS

  • 2-5 years of experience in Inside Sales or Customer Service.
  • Associates degree preferred.
  • Some experience with ERP Systems, Microsoft Office Suite and Salesforce.
  • Some ability to read blueprints.
  • Prior experience in a manufacturing environment, with knowledge of machines and machine components preferred.


Why join nVenia?

  • nVenia offers a competitive benefits package for all full-time employees, including the following:
  • Medical coverage through your choice of a high deductible health plan or a PPO plan. All plans include prescription drug coverage
  • Flexible spending accounts, when allowed by tax laws
  • Health Savings Accounts (HSA), when allowed by tax laws. Our HSA includes a 2x match, up to $1,000 annually
  • Dental and Vision Coverage
  • Paid life insurance and disability insurance, and options to purchase additional coverage
  • Paid Maternity Leave
  • Optional coverage's include Long-term Care, Accident Insurance, and Critical Illness Insurance
  • 401k plan with a 100% match on the first 3% of employee contributions, and 50% on the next 2% of contributions (4% match if you contribute 5% of pay)
  • Educational Assistance reimbursement
  • Accrued paid time off (PTO) – 3 weeks per year
  • 10 paid holidays annually

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