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Customer Support Representative

1 month ago

Raleigh, United States SYNTEGON Full time
Company Description

We are ready to try something new. Are you?

Syntegon is a global leader in process and packaging technology. With about 5,800 colleagues in nearly 20 countries, the Syntegon Group works on intelligent and
sustainable technologies for the pharmaceutical, food and confectionary industries. Let's contribute together to ensure that people worldwide are provided with high-quality medications and safely packaged food.

Job Description

Job Summary

The Customer Support Representative processes incoming customer quotes, order requests or questions by phone, fax, email. Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals.

Key Responsibilities
  • Process customer questions or requests for parts by phone, fax, or email in a timely manner.
  • Using SAP, manage and track the part ordering process to provide timely quotations and order confirmations to customers.
  • Review parts orders for urgency and accuracy and prioritize as necessary to meet the customer needs.
  • Communicate order status and part number information to internal and external customers in a timely manner.
  • Identify and correct inaccuracies found in SAP in relation to customer information, parts, and pricing.
  • Interface with third party vendors to identify, purchase and supply parts to customers.
  • Liaison between our customers and our Centers of Competence.
  • Process repairs, returns and credit memos in a timely manner.
  • Review and use the SAP Complaint Management System and follow up with the customer to resolve their concerns.
  • Use feedback from customers and colleagues to identify and recommend process improvements to management.
  • Partner with the accounts receivables team to resolve past due invoices.
  • Other duties and/or special projects as assigned by the Parts Manager.

Qualifications

Basic Requirements
  • Associate degree in related field or equivalent related work experience.
  • 3+ years' experience in a fast paced, high volume, customer support role
  • 2+ years' experience working with an enterprise resource planning system (ERP)
  • 2+ years' experience working with Microsoft Office

Preferred Qualifications
  • Ability to manage and resolve customer conflicts or issues.
  • Strong detail orientation, organization, and time management skills.
  • Skilled at adapting to ambiguous and changing situations that impact customer service.
  • Ability to build relationships with internal and external customers.
  • Ability to complete work with minimal supervision.
  • Experience reading technical documents.
  • Knowledge and experience working in SAP.
  • Bi-lingual skills in Spanish or German, highly desired.

Additional Information

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives
  • FIRST Robotics (For Inspiration and Recognition of Science and Technology)
  • AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.

The compensation range for the non-exempt position is between $24-$31/hour

Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At Syntegon compensation decisions are dependent on the facts and circumstances of each case. Total rewards at Syntegon include salary + bonus (if applicable) + benefits.

All your information will be kept confidential according to EEO guidelines.

NOTE: All official Syntegon job postings can be found at www.syntegon.com. Successful candidates asked to participate in the hiring process should expect to speak to the hiring team by telephone and in person at one of our Syntegon office locations (Decatur, Oldsmar, Raleigh, New Richmond, Minneapolis and Allendale) prior to the job offer.

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:
  • FIRST Robotics (For Inspiration and Recognition of Science and Technology)
  • AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.Learn More