Customer Service Representative

4 months ago

Franklin, United States IPEG, Inc. Full time

Customer Service Representative

Conair Job Type Full-time Description

Conair, part of the IPEG Industrial Group, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment, and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield.

**Role**

The Customer Service Representative has the primary responsibility of working in both Parts and Service to satisfy customer needs. The ideal candidate will be able to handle parts quotes and orders as well as handle incoming service requests and needs on a basic level. In this role, the successful candidate will provide initial basic product support to all customers via phone and email. This position reports to the Customer Response and Parts Manager and is located in Franklin, Pennsylvania.

**Duties and Responsibilities**

* Perform customer quotes and order entry via phone, fax, and e-mail; work with customer web portals

* Provide basic product support for customer inquiries received via e-mail, telephone, and Service Management System (SMS) (Examples include but are not limited to; diagrams, manuals, and other literature that is available);

* Leverage existing documents to diagnose basic customer issues quickly and accurately, along with fully

* documenting; problem description, actionable items discussed with the customer and final resolutions in the SMS;

* Proactively perform quote follow-ups;

* Verify, maintain, and update as necessary customer account information such as address changes, warranty installed products, and contact information in the SMS;

* Maintain log of product issues for engineering, manufacturing, and other relevant internal departments;

* Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the service department or spare parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;

* Direct inquiries from customers, service technicians, and sales representatives to the appropriate resource in the service department or parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;

* Other duties as assigned.

Requirements **Qualifications and Work Experience**

* High School Diploma or GED and/or two (2) + years of direct work experience without formal education;

* Experience in Microsoft Office software including Excel and Word;

* Excellent verbal and written communication skills;

* Strong interpersonal skills, and provide high-quality customer service;

* Must be able to effectively evaluate and respond appropriately to situations to the benefit of the customer;

* Must possess a strong sense of urgency;

* Organize, prioritize, manage multiple tasks, and handle a fast-paced stressful environment;

* Ability to work independently and as part of a team.

The IPEG Industrial Group is a family of leading brands serving the global plastics, recycling and industrial heat transfer markets. IPEG, Inc. is a corporate entity which provides best-in-class manufacturing and business support services to its brands in order to create a competitive advantage for each of the brands to drive better solutions for customers.

At IPEG, we focus on two things: Customers and Employees. And we have a saying that if we do right by both of them, everything else takes care of itself. We have formalized this into IPEGs Purpose: **To foster excellence and inspire confidence in our customers and employees.**

**IPEG offers an outstanding compensation and benefits package including profit sharing, bonus plans, 401(k) with company match, medical insurance, dental, vision, life insurance, short- and long-term disability, health club reimbursement, tuition reimbursement, employee assistance, wellness program and employee referral bonus program.**

*IPEG, Inc. is an Equal Opportunity Employer (EOE) and offers employment opportunities to all qualified persons regardless of race, color, religion, sex, age, national origin or ancestry, physical or mental disability (except where physical or mental abilities are a bona fide occupational requirement), veteran status, marital status, familial status, sexual orientation, HIV-positive status, possession of the sickle cell trait, genetic characteristics, political views, and any other basis protected by federal, state or local laws.*

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