Client Support Specialist I

2 weeks ago

Wadsworth, Ohio, United States Climax Portable Machine Tools Full time

Position: Customer Service Representative

Department: Sales Support

Reports to: CSR - Lead

JOB SUMMARY

The Customer Service Representative plays a crucial role in addressing customer inquiries regarding parts and services while efficiently processing sales orders within the ERP system. This position is vital in assisting clients with their machine selection and application needs, providing essential administrative support for warranty and post-warranty repairs, as well as rental refurbishment tasks. Utilizing exceptional customer service skills and technical knowledge, the representative fosters strong customer relationships and identifies opportunities for sales growth.

ESSENTIAL FUNCTIONS

  • Responds promptly to customer inquiries about parts and services, ensuring a high level of customer satisfaction.
  • Collaborates with customers to address machine selection and application issues.
  • Processes customer orders accurately, coordinating with sales representatives and monitoring order status.
  • Evaluates customer accounts for credit validity.
  • Provides administrative assistance to Repair Technicians with warranty service claims.
  • Maintains timely follow-up on customer needs and inquiries.
  • Stays updated on product specifications and applications.
  • Works alongside sales and distributors to ensure correct machine configurations for rental orders.
  • Prepares sales invoices and export documentation, generating necessary shipping documents.
  • Maintains customer data in the Intuitive and SalesForce databases.
  • Documents all customer interactions regarding quotes, orders, or service inquiries in SalesForce.
  • Handles billing inquiries and collaborates with accounting to resolve any issues.
  • Assists in projects aimed at improving rental, repair, and parts processes.
  • Files necessary documents and supports team members with overflow calls.
  • Performs clerical tasks such as filing, copying, and mail distribution.
  • Exhibits professionalism under stress, demonstrating strong interpersonal skills and reliability.
  • Trains and mentors less experienced team members.
  • Performs additional duties as required.

EDUCATION AND EXPERIENCE

Requires an associate degree in business administration or a related field, or three years of experience in a customer-facing role within a global manufacturing environment.

REQUIRED SKILLS

  • Strong customer service and technical skills over the phone.
  • Excellent multitasking capabilities.
  • Proficient in using a CRM, preferably SalesForce.com.

PREFERRED SKILLS

  • Experience in shipping processes.

PHYSICAL DEMANDS

This role requires the ability to communicate effectively, with regular periods of standing or sitting while using a headset and computer. Occasionally, the employee may need to lift items weighing up to 10 pounds.

WORK ENVIRONMENT

The work environment may include exposure to warehouse operations, including moving mechanical parts and varying noise levels. Personal Protective Equipment (PPE) may be necessary in certain situations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer, committed to providing fair consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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