Customer Service Representative

2 months ago

Arvada, United States Sundyne Full time

It's fun to work in a company where people truly BELIEVE in what they are doing

Headquartered in Arvada, Colorado with operations and presence in Europe, the Middle East, India, Asia, Japan and China, Sundyne is a global manufacturer of precision-engineered, highly reliable, safe and efficient centrifugal pumps and compressors for use in chemical, petrochemical, hydrocarbon, hydrogen, pharmaceutical, power generation and industrial applications. Sundyne is a leader in delivering precision-engineered and highly reliable pumps & compressors to many of the world's most important markets, including energy, chemical, industrial, carbon capture, clean hydrogen, and renewable fuels. Sundyne pumps and compressors are available in API, ANSI/ASME, ISO and other industry compliant designs. To learn more about the Sundyne family of precision-engineered pumps and compressors, please visit www.sundyne.com.

Position Description

This position is responsible for customer satisfaction related to Aftermarket sales. Coordinates and communicates with other departments to achieve timely and accurate order processing and on-time material shipment to provide maximum customer satisfaction while adhering to already established company policy and procedures. Works directly and extensively with customers for order processing, pricing, and spares related inquiries and issues - while demonstrating excellent customer service skills.

Job Duties & Responsibilities

  • Provides outstanding customer service to exceed customers' expectations.
  • Delivers solutions with a sense of urgency, prioritizing customers' needs and acting quickly to resolve their issues.
  • Communicate clearly and frequently with customers and keep them updated on the progress and status of their requests.
  • Interface direct with customers, representatives, and distributors within the Sundyne infrastructure.
  • Coordinates pre-sales activities with various departments such as Product Planners, Purchasing, Engineering, Field Service, Accounting, and Sales to ensure that Sundyne's commitments are met. This includes but not limited to, advising orders status, expediting new and existing orders, preparing quotations and order acknowledgements, and support of the e-commerce system.
  • Review orders received through e-commerce system for accuracy.
  • Configure, quotes and process orders for configured assemblies (i.e., gearboxes, high speed shaft assemblies, bearing boxes), and motors in an accurate and timely manner in accordance with customer requirements, company policies, procedures, and established time frames.
  • Responsible for creating item masters, obtaining costs, and determining pricing and lead times for both manufactured and purchased parts. Pricing includes application of Channel Partner discounts per contractual tier rating.
  • Responsible for addressing pricing variances within the scope of supply in accordance with published pricing guidelines and applicable discounts.
  • Responsible for accurate maintenance of product records, including field modifications, product upgrades, and conversions.
  • Knowledgeable of all resources available within Sundyne to respond to customer's requirements and/or concerns with timely decision making and problem solving.
  • Administers return material authorization in a timely manner and in accordance with company policy for exchange gearboxes and high-speed shaft assemblies. Issue credit adjustments for pricing discrepancies, expedite fees, freight charges, as required within financial guidelines and with the approval of management.
  • Is required to intermittently be "On call" during non-working hours, weekends, and holidays, provide emergency 24/7 service to assist customers with emergencies, pump down situations, and other issues.
  • Develop and communicate recommendations for change including system improvements, pricing, and procedures. Create or modify training documents and standard work instructions for continuous improvement within the department.
  • Interacts with customers in a positive and professional manor in all customer interactions, making every effort to build robust relationships with customers, and ensure the customers view the company as genuine through their outward behavior.
Skills & Abilities
  • Driven to provide outstanding customer service.
  • Delivers solutions with a sense of urgency.
  • Acts quickly to resolve issues.
  • Communicate clearly and frequently with customers.
  • Working knowledge of Office365, JD Edwards (or other ERP systems), and Customer Relationship Management software (e.g., MS Dynamics or Salesforce).
  • Basic knowledge/ability to read engineering drawings.
  • Ability to use all tools and systems available as needed to find solutions.
  • Attention to detail, strong problem-solving skills, outstanding oral and written communication skills, and the ability to multitask are essential for success in this position.
Qualifications
  • High school diploma or G.E.D. required - associate degree or higher preferable.
  • 3-7 years of experience in a related, customer facing role
Physical requirements
  • Ability to lift 15 pounds.
  • Indoor environment. Sitting, standing, and walking are common.
  • Reading, listening, and talking are common.

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Compensation Details
Hourly: $18.00 - $25.00

Additional Compensation
Hourly Rate for this position: $18-25/hr (the rate offered will be determined based on the applicant's education, experience, skills, knowledge, abilities, and will be compared with internal equity along with market data for this position).

Application Deadline:
2024-08-09

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