Customer Service Rep III

Company Overview:

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, services, and solutions for the LNG and industrial gases industry. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with over $1.5 B in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso ACD is an engineering and manufacturing company specializing in machinery designed to operate at cryogenic temperatures as low as 420 degrees Fahrenheit, the boiling point of Liquid hydrogen. For over 50 years, Nikkiso ACD has specialized in centrifugal and reciprocating pumps as well as turbines for air separation. Nikkiso ACD has the most diversified product line in the industry covering nearly every application requiring pumps or turboexpanders.

We are seeking a proactive and customer-focused individual to join our team as a New Equipment Customer Service Representative. In this role, you will be responsible for providing exceptional customer service to clients who have purchased new equipment from our company. You will serve as the primary point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring a smooth and satisfactory experience throughout the equipment acquisition process.

This position is based at ACD, LLC, located in Santa Ana, CA

• Customer Support: Provide courteous and prompt assistance to customers via phone, email, and in-person interactions. Address inquiries regarding new equipment purchases, delivery schedules, product specifications, and post-sales support.
• Order Processing: Manage orders for new equipment, ensuring accuracy and timely processing. Coordinate with internal departments such as sales, logistics, and inventory to facilitate smooth order fulfillment and delivery.
• Technical Assistance: Offer basic technical support to customers regarding the operation, installation, and maintenance of new equipment. Troubleshoot issues and escalate complex technical problems to the appropriate departments for resolution.
• Documentation and Record-Keeping: Maintain accurate records of customer interactions, orders, and service requests. Ensure all relevant documentation is properly filed and updated in the company's CRM system.
• Customer Satisfaction: Proactively follow up with customers to ensure their satisfaction with newly acquired equipment. Address any concerns or issues promptly and effectively, striving to exceed customer expectations and foster long-term relationships.
• Product Knowledge: Stay informed about the features, benefits, and technical specifications of the company's new equipment offerings. Continuously update product knowledge through training sessions and self-study to provide accurate information to customers.
• Cross-Functional Collaboration: Collaborate with sales, technical support, and other departments to resolve customer issues and improve overall customer satisfaction. Provide feedback to relevant stakeholders regarding customer experiences and product performance.

• Verbal communication skills: Speaks clearly and persuasively to convey information effectively; actively listens to understand, asks questions as appropriate, and responds well to questions.
• Written communication skills: Writes clearly, accurately, and informatively, providing detailed documentation, analysis, specifications, quotes, and recommendations regarding product line performance.
• Analytical skills: Identifies complex problems and reviews related information to develop and evaluate options; considers the relative costs and benefits of options for optimal performance; determines how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Organizational skills: Manages and completes multiple tasks on time and plans, prioritizes, and organizes work to achieve goals and objectives with excellent follow-through and follow-up, responding in a timely manner to customer inquiries and demands.
• Interpersonal skills: Builds constructive and cooperative working relationships with multiple departments and customers to effectively achieve goals and objectives.
• Computer skills: High level of proficiency in Microsoft Office software, especially Word, Excel, and Outlook; proficiency in order entry and customer database software.
• Ability to work under pressure, meet deadlines, and work independently with little supervision.
• Ability to take on responsibilities and challenges, be self-motivated, persistent, hands-on, and results-oriented with a strong sense of urgency, excellent attention to detail, and the ability to take initiative and accomplish goals.
• Ability to discuss highly technical details of equipment with engineering, customers, and contract administration during the negotiation process.
• Ability to demonstrate a high degree of professionalism, maturity, customer service focus, and overall good judgment.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Proficiency in computer systems and software, including CRM platforms.

Education:

• Bachelors degree preferred (BS in Mechanical Engineering a plus)

Experience:

• Previous experience in customer service, preferably in a technical or equipment-related field, preferably in a machinery manufacturing environment and with rotating equipment such as pumps, pumping systems, compressors, expanders, or reciprocating pumps
• Experience in the industry as industry a plus.

Work Environment

This job will operate in a professional office environment and will require the routine use of standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While performing the duties of this job, the employee will be regularly required to talk and hear. Specific vision abilities required will include close vision and ability to adjust focus. This job will also require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary.

Environmental Safety Requirements

• Complete safety training requirements
• Participate in other training as directed by the company or manager
• Wear Nikkiso approved PPE as needed
• Ensure all safety requirements and PPE requirements are enforced as needed

Failure to comply with safety requirements may result in disciplinary action, up to and including termination.

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.

Salary: $25 - $32 per hour

Equal Opportunity Employer/Veterans/Disabled

Nikkiso CE&IG is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.