Customer Service Representative

2 months ago

Batavia, United States Duravant Full time
Job Details

Level
Experienced

Job Location
Batavia, OH

Position Type
Full Time

Travel Percentage
Up to 25%

Job Shift
Day

Job Category
Manufacturing

Founded in 1981, QC Conveyors was started with the belief that hard work and good people were the keys to building a strong business. For more than 40 years, QC Conveyors has been focused on providing their customers with reliable, easy-to-use conveyor systems that meet their needs, and backing them with world class service and support. QC Conveyors manufactures conveyors that meet the needs of their customers with their automation, hydroclean, flextrac, and industrial series conveyors.

As a Duravant Family Company, QC Conveyors participates in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, QC Conveyors offers an excellent total rewards package that includes:
  • Compensation: We offer competitive compensation
  • Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
  • Development: We have education and training programs which include an educational assistance program
  • Time Off: We offer paid holidays and paid time off
  • Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
  • Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
  • Culture: We are driven by our number one asset - our employees, and their successes
  • Doing Good: We love to be active members of our community We have volunteer opportunities throughout the year.
QC Conveyorsis seeking a Customer Service Representative to join our organization. This position is responsible for the customer service aspect of the business. This position will provide technical information to customers relating to the use, operation and maintenance of equipment and report on quality pertinent to customer concerns. The CSR is also responsible for listening to, discerning the needs of, and to follow-up on those needs of our customers. This may, at times require the hand-off of a customer service call to the appropriate person or department who can appropriately resolve the issues or concerns raised by the customer.

POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned
  • Salesforce case and order entry of parts and service for various types of customers
  • Order management including all types of purchase orders, work orders, parts orders, invoices, parts documentation, etc.
  • Prepares quotes for service and parts orders
  • Provides account support including reviewing contracts, specialized invoicing, specific routing for parts orders and or shipping notices
  • Provides efficient, effective and comprehensive management of service orders including maintenance and management of order records and documentation
  • Provides customer post-service support and aftermarket sales and research of spare parts and service including quoting
  • Provides support to inside and outside service staff and associated customers
  • Responds to verbal or written customer inquiries regarding service requests or orders for parts, pricing and delivery
  • Coordinates projects, schedules and logistics for service accounts including the coordination and resolution of customer freight issues such as shipment damages and delivery issues
  • Coordinates and handles warranty issues and focuses on tracking warranty costs, including working with procurement on back-charging suppliers to recoup warranty costs generated by suppliers
  • Observes safety and security procedures; Uses equipment and materials properly; reports potentially unsafe conditions
  • Ensures company policies and procedures are reviewed often and notifies the Customer Service Manager when such policies or procedures may need to be revised to increase work efficiency in the department
  • Phone coverage for incoming calls
  • Creates RGA's, records issues
  • Handles order stoppages and morning reporting
  • Expediting PO's at customer's request
  • Performs warranty evaluations and over-the-phone technical service support
POSITION REQUIREMENTS:
  • Bachelor's Degree preferred
  • Two years of experience in a manufacturing environment or a combination of education/experience
  • Strong team building and leadership abilities
  • Experience and knowledge of Salesforce and Epicor ERP is a plus
  • Experience in product application design and product enhancements is a plus
  • Strong analytical, organizational skills and communication skills


PHYSICAL REQUIREMENTS:

Stand, walk, or sit for up to an eight-hour shift; ascend and push, and pull up to 20 lbs., bend, twist and reach with arms, dexterity with hands and fingers to work on a computer keyboard.

WORK REQUIREMENTS:

Office and factory shop floor

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