Client Relations Specialist

1 week ago

Wood Dale, Illinois, United States nVenia, A Duravant Company Full time

nVenia, part of the Duravant family of companies, specializes in manufacturing and supplying integrated solutions and packaging machinery. With a rich history spanning over 300 years, our esteemed brands, including Arpac, Fischbein, Hamer, and Ohlson, cater to diverse sectors such as consumer-packaged goods, food and beverage, and industrial markets.

The Customer Service Representative plays a pivotal role in ensuring exceptional service with every customer interaction. This position involves assisting clients in identifying the appropriate parts and solutions for their equipment needs, facilitating sales, and processing orders for timely delivery. The representative will act with urgency to follow up on outstanding quotes, manage customer inquiries, and collaborate with various teams, including engineering and field service, to provide necessary support.

KEY RESPONSIBILITIES

  • Deliver a tailored customer experience by understanding client needs and providing accurate solutions promptly.
  • Assist customers in identifying required parts for their specific machinery using the ERP system, Bill of Material system, and machine manuals.
  • Document customer issues and coordinate with the Field Service Team, Engineering, and Final Assurance to aid in troubleshooting technical problems.
  • Proactively follow up on open quotes to finalize sales.
  • Efficiently process customer quotes and sales orders to ensure prompt delivery.
  • Provide customers with regular updates on the status of their orders.
  • Build and maintain client relationships as the primary contact for inquiries.
  • Execute special promotional offerings by communicating the benefits and value to customers.
  • Coordinate with the Materials Team to arrange drop shipments from vendors when parts are not in stock.
  • Work with the Materials Team to facilitate same-day shipments for expedited customer needs.
  • Issue Return Authorization numbers for warranty or defective parts and manage appropriate credits.
  • Follow up on open RMAs to ensure timely returns to nVenia.
  • Assist the Director of Aftermarket Services with special projects aimed at enhancing revenue and operational efficiency.

POSITION SPECIFIC COMPETENCIES

  • Customer-Centric Approach
  • Quick Learning Ability
  • Strong Communication Skills (both written and verbal)
  • Professional and Friendly Telephone Etiquette
  • Team Collaboration
  • Technical Acumen
  • Blueprint Reading Proficiency
  • Accurate Order Processing
  • Computer Skills - Proficient in Word, Excel, Salesforce, and ERP Systems
  • Ability to Multi-task in a Fast-Paced Environment

POSITION REQUIREMENTS

  • 2-5 years of experience in Inside Sales or Customer Service.
  • Associate's degree preferred.
  • Familiarity with ERP Systems, Microsoft Office Suite, and Salesforce.
  • Ability to read blueprints is a plus.
  • Experience in a manufacturing setting, with knowledge of machinery and components preferred.

Why consider a career with nVenia?

  • nVenia provides a competitive benefits package for all full-time employees, including:
  • Medical coverage options, including high deductible health plans and PPO plans, all with prescription drug coverage.
  • Flexible spending accounts, as permitted by tax regulations.
  • Health Savings Accounts (HSA) with a 2x match, up to $1,000 annually.
  • Comprehensive Dental and Vision Coverage.
  • Paid life and disability insurance, with options for additional coverage.
  • Paid Maternity Leave.
  • Optional coverage options, including Long-term Care, Accident Insurance, and Critical Illness Insurance.
  • 401k plan with a 100% match on the first 3% of contributions and 50% on the next 2% (4% match if contributing 5% of pay).
  • Educational Assistance reimbursement.
  • Accrued paid time off (PTO) – 3 weeks per year.
  • 10 paid holidays annually.

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