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Customer Support Coordinator
2 months ago
Company Overview
QSA Global, Inc. is a leader in providing advanced gamma radiography and portable X-ray systems for non-destructive testing (NDT), along with high-performance radiation sources utilized in oil well logging (OWL), industrial applications, and nuclear medicine. With a century of expertise, we are recognized as authorities in radiation source design and radioisotope solutions.
As a subsidiary of ITW, a Fortune 500 global diversified industrial manufacturer, we prioritize profitable growth and strong returns across various platforms and markets, serving customers worldwide.
Position SummaryThe Customer Service Representative (CSR) serves as a crucial link between our organization and its clientele. This role involves managing customer orders, addressing inquiries, resolving issues, and ensuring exceptional customer satisfaction. A comprehensive understanding of manufacturing processes and products, along with effective communication skills, is essential for success in this position.
Key ResponsibilitiesOrder Management:
- Accurately and efficiently process customer orders using the company’s order management system.
- Monitor orders throughout the manufacturing cycle to guarantee timely delivery.
- Promptly inform customers of any changes or delays in order status.
Customer Support:
- Address customer inquiries via phone, email, or in-person regarding products, pricing, and availability.
- Provide technical support and product information to clients.
- Professionally manage and resolve customer complaints and concerns.
Collaboration with Internal Teams:
- Coordinate closely with production, laboratory, shipping, and quality control departments to meet customer requirements.
- Work alongside sales and marketing teams to fulfill customer needs and preferences.
- Oversee product inventory in collaboration with operations.
Documentation and Reporting:
- Maintain detailed records of customer interactions, transactions, and complaints.
- Generate regular reports on customer feedback, order status, and service challenges.
Continuous Improvement:
- Identify and propose enhancements to processes to improve customer satisfaction.
- Engage in training programs to stay informed about product knowledge and customer service best practices.
- Education: High school diploma or equivalent; a degree in business, manufacturing, or a related field is preferred.
- Experience: 1-3 years of customer service experience, ideally in a manufacturing or industrial setting.
Skills:
- Exceptional communication and interpersonal abilities.
- Strong organizational and multitasking skills.
- Proficient in customer service software and Microsoft Office Suite.
- Ability to comprehend and interpret technical product specifications.
- Problem-solving capabilities and meticulous attention to detail.
- Mechanical aptitude and familiarity with relevant software and safety principles are advantageous but not mandatory.
- Primarily office-based within the manufacturing facility.
- Occasional visits to the production floor may be necessary.
- Standard working hours with some flexibility for overtime during peak periods.
- Ability to sit for extended periods while using a computer.
- Occasional lifting of office supplies or product samples (up to 20 pounds).
Additional Information
At QSA Global, Inc. and our parent company ITW, we are committed to fostering the professional growth and career advancement of our employees. We prioritize recognizing the potential within our team and create an environment where high-performing individuals can thrive. Our talent development initiatives align with organizational goals while supporting personal career aspirations, ensuring opportunities for skill enhancement and career progression.
We offer competitive compensation and a comprehensive benefits package, including health, dental, life, and long-term disability insurance, paid parental leave, 401k (with match), and a generous tuition reimbursement program.
We are an Equal Employment/Affirmative Action employer, committed to diversity and inclusion in our workforce.
