Customer Service

4 weeks ago

Appleton, United States CMD CORPORATION Full time
Job DescriptionJob Description

Collaborate for Excellence Make a Difference Drive Customer Success

Position: Customer Service and Parts Sales Coordinator

Our Purpose: Making It Better Together… We believe in building lifelong partnerships, providing high performing equipment, and value-added solutions. We empower and trust our employees to take initiative and make decisions that drive our business forward. We strive to make a positive impact on the world around us.

Position Summary: Responsible for selling machine parts and auxiliary machinery to customers, generating parts and machine quotations, handling customer inquiries, and working with technical team members in the field. This position provides technical support to customers to meet their expectations and maintain positive relationships. The role is responsible for administration of the Return Goods Policy and Procedure.

Essential Functions:

  • Responds to customer service calls regarding equipment, operational problems, troubleshooting, and part identification. When necessary, relays information and directs the inquirer to find the information they need.
  • Creates parts quotes for both manufactured and purchased parts, as well as convenience replacement assemblies.
  • Ensures quotes are prepared accurately and efficiently for timely presentation to the customers.
  • Proactively contacts all assigned customers to check on the status of equipment at their facilities, offers assistance with any problems, and validates needs and expectations are being met.
  • Sells and processes parts orders, replacement assemblies, retrofit kits, and service contracts.
  • Collaborates with OPC (Order Processing Cell) to establish accurate lead-times and cost for manufactured and purchased parts to ensure accurate and efficient preparation of customer quotes and sales order processing.
  • Collaborates with engineering when required to ensure market-relevant customer requests are attainable, accurate, and timely.
  • Work with vendors from time to time to obtain accurate pricing, delivery, new part availability, address obsolescence issues, and resolve quality issues.
  • Collaborates with Inventory Control and Shipping Specialist to ensure expedited sales order requirements can be met.
  • Enters and maintains purchased and manufactured parts pricing in ERP system.
  • Initiates credit memos to ensure customers receive proper credit, when applicable.
  • Assists with customer mailers and routes to all customers in database; responsible for maintaining an accurate, up-to-date customer database.
  • Prepares recommended spare part list for customers and provides at point of sale.
  • Responsible for administration of the Return Materials Procedure which involves issuing RMAs to customers, initiating the proper paperwork, and returning items to suppliers for repair or replacement.
  • Acts as an agent for external manufacturers by supplying units, parts, and services. This involves price quotes and ensuring orders from the vendor are received and examined before re-shipment to customers.
  • Visibly supports lean manufacturing, process improvement, and cost reduction initiatives. Participates in rapid improvement events.
  • Applies continuous improvement practices to one’s job, supports transition activities, and maintains an open mind throughout the change process.
  • Works with others to continuously fuel improvement throughout the Company.
  • Contributes to CMD’s core competencies of Market Intelligence and Product Development by gathering and reporting all relevant information. This includes customer needs/wants/activities, and competitive information.
  • Supports and advocates CMD’s culture through practice of our values and creating successful customers through engaged employees.
  • Responsible for own safety. Practices only safe work habits and ensures all safety rules are followed. Responsible for keeping area clean and organized to ensure safe working conditions.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Competencies

  • Use Microsoft applications proficiently.
  • Ability to learn and use CMD’s Enterprise Resource Planning tool proficiently.
  • Active listening, speaking, and social perceptiveness.
  • Knowledge of principles and processes for providing customer service.
  • Sales: showing, promoting, and selling products.
  • Basic math and attention to detail; ability to check work for accuracy.
  • Aptitude for initiative, flexibility and stress tolerance.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work environment: CMD operates a campus in Appleton, WI. Our three facilities operate by secure entry, are well lit, air temperature controlled for comfort, and clean with low noise. Safety is our top priority. Our culture is centered around mutual respect, clarity of communication, and employee wellbeing.

Physical Demands:

  • While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, and use hands and fingers to operate a computer, telephone, and routine office equipment.
  • Specific vision abilities required by this job include close vision requirements due to computer work, ability to adjust focus (various fonts, sizes), and visually inspect products.
  • Light to moderate lifting may be required, occasionally, up to 25 lbs.
  • Regular, predictable attendance is required.

Status and Compensation: Non-exempt, full-time.

Travel: Not required.

Education and Experience

  • Experience in sales and/or parts sales desired.
  • Experience in a customer facing role preferred.
  • High school diploma strongly preferred.
  • Demonstrated experience with analytical thinking – using logic to address work-related issues and problems.

Additional Requirements:

Work Authorization/Security Clearance/Confidentiality: Must be authorized to work in the United States and adhere to CMD’s confidentiality agreement(s).

EEO statement: CMD Corporation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, parental status, gender identity or expression, political affiliation, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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