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Customer Service Representative

3 months ago

Owings Mills, United States Hamilton Associates Inc Full time

Air Techniques International (ATI), a division of Hamilton Associates, Inc., is the leading designer and manufacturer of specialized test equipment for HEPA and ULPA filters, flat sheet media, filter cartridges and respirators used by virtually all government, military and commercial organizations worldwide. ATI strives to build a brand identity of being known as reliable and easy to work with. Our Customer Service team plays a key role in this strategic goal to establish and engrain that desired brand identity. To help support this desired brand and succeed in achieving our strategic business goals, the company is building an organizational culture of teamwork, engagement, learning, and continuous improvement/innovation.

**POSITION OVERVIEW**

ATI’s Customer Service Representative will report to our Production and Service Manager. This is a multi-faceted position with overall responsibility for a wide range of customer service, inside sales, order processing, service scheduling and administrative support duties in a dynamic, fast-paced environment. **This is a contract to hire position.**

**Responsibilities include, but are not limited to**:

- Personally respond to customer needs and follow up in a timely manner on customer issues as appropriate.
- Forward customer issues to appropriate individuals in the company based on the nature of the customer’s need.
- Establish a professional and friendly rapport with the customer base.
- Capture all relevant customer information into a Customer Relationship Management (CRM) program/database.
- Proactively identify, communicate, and support sales opportunities when interacting with customers
- Support the sales and marketing team in conducting or coordinating periodic sales and marketing campaigns.
- Create and/or forward quotations and proposals to customers as required.
- Process orders in accordance with procedures and utilize the company’s ERP system proficiently.
- Coordinate credit requests and the release of credit holds with Finance, or escalate as required.
- Facilitate customer requests for service; working with appropriate managers or colleagues to prioritize requests.
- Provide overall organizational and administrative support to the ATI division, with a primary emphasis on Business Development and Customer Service.
- Perform other duties as assigned and required to support the overall success of ATI.

**Minimum Background and Skills Required**:

- H.S. Diploma or equivalent.
- 5 years customer service experience in a B2B manufacturing environment.
- Proficient in MS Office (Word, Excel, Outlook, Teams) and experience with use of ERP business systems.
- Strong aptitude to understand and convey technical issues.
- Excellent interpersonal skills, with a passion for helping people and a friendly attitude and demeanor.
- Excellent written and verbal communications skills.
- Detail-Oriented with strong organizational and time management skills.
- Ability to work effectively in a dynamic environment to meet demanding customer needs.
- Strong sense of self-motivation with a goal-oriented approach to work.
- Desire to continually learn and improve.
- Stress-tolerant. Ability to deal with difficult situations while providing best and class service and a positive attitude.

**Additional Background and Skills Preferred**:

- Some college-level coursework, AA Degree or bachelor’s degree.
- Understanding of basic international shipping and export procedures.
- Experience with international customer service and communications.
- Experience with customer service related to mechanical products.
- Database maintenance experience.
- Experience within one or more of the primary industries served by ATI: Cleanrooms, CBRNE Detection / ChemBio Defense, Filter Manufacturing, or Industrial Hygiene / Indoor Air Quality.
- Military or other government contracting or support experience.

**PHYSICAL REQUIREMENTS AND WORKING CONDITIONS**
- Mostly sedentary Work.
- Uses repetitive hand and wrist motion to process customer requests on the computer up to 90% of the time.
- Visually inspects customer orders and quotes.
- Listens to external and internal customers as well as vendors.
- Frequently verbally communicates with internal and external customers.

**COMPENSATION & BENEFITS**

We offer an attractive compensation package in addition to a comprehensive benefits program including health insurance, 401(k) plan with matching and profit sharing, generous paid time off (PTO) policy, life & disability coverage, plus much more

**CONTACT US**

If you are a driven, results-oriented individual seeking an opportunity to play a key role in the continuing growth of a reputable organization, please forward your resume, in WORD or PDF format, along with your salary history/requirements, to us for immediate consideration.

AIR TECHNIQUES INTERNATIONAL

A Division of Hamilton Associates, Inc.

11403 Cronridge Drive

Owings Mills, Maryland 21117

We are an Equal Employment Opportunity (