Customer Service Associate--Manufacturing/Technical

Pivot Point, a Hustisford, WI manufacturer of metal fasteners, is looking to add a Full Customer Service Associate to our team.

This Technical Customer Service position would be Monday through Friday 7:30am--4pm.

SUMMARY

The Customer Service Associate is responsible for selling product to other businesses and industrial establishments by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Receives inquiries from customers by phone, fax, chat, or email about product, price, and/or delivery.

• Issue standard pricing and advise customer of quantity breaks
• Issue stock status to customer
• Gather appropriate information for special quotations and forward to quote department.
• Issue special quotations to customers upon receipt from quote department.
• Assist customer in securing samples of products
• Recommend products to suit application/cost saving alternatives
• Emphasize salable features of products
• Recommend auxiliary products
• Assist customer with technical features of product, provide technical information
• Ensure customer has latest literature and/or price lists
• Assess potential and advise Sales Department when necessary

Receives new orders from customers by phone, fax or mail.

• Issue pricing, stock status and lead time if requested
• Determine if customer is new or existing
• Secure credit application and other information if new customer
• Determine if fax and mail orders are confirming or new
• Accurately enter customer orders into computer system
• Secure internal part print and customer approval where applicable
• Computer enter and maintain customer record data, including notes

Receives phone calls from customers inquiring about existing orders

• Issue order status to customer
• Assist customer in expediting delivery when requested
• Assist customer in changes to quantity, delivery or shipping methods
• Ensure appropriate departments are aware of changes to orders
• Assist customer in resolving order problems and/or complaints
• Advise customer of constraints affecting our ability to meet requests
• Investigate returns, pricing errors and defective parts on closed orders
• Advise customer of resolution to problems and prepare credit/return sheets

Documentation Generation

- Print and forward order acknowledgement to customers

- Enter, print and forward special quotations to customers

- ISO involvement as required.

Other:

Develop general knowledge of products, product capabilities, internal systems and industry, including competitors.

Foster teamwork and handshake management with other departments

Perform all duties and responsibilities in an accurate and timely manner

Build customer rapport and relationship

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required.

2+ years in Technical Customer Service position, preferably in manufacturing.

Strong verbal and written communication skills.

Strong computer and attention to detail skills.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business correspondence, including purchase orders, acknowledgements and forecasts. Ability to write reports, and business correspondence. Ability to effectively present accurate and organized information and respond to questions from customers, clients and co-workers by written or oral communication. Ability to communicate effectively by phone with customers and present themselves in a professional, friendly, and enthusiastic manner.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure including metric, using whole numbers, common fractions, and decimals. Ability to measure with a ruler and caliper, including tolerances and use a calculator. Ability to understand basic blueprints.

REASONING ABILITY

Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to implement instructions in an accurate and timely manner.