Customer Service Representative
4 weeks ago
Overview
Company Overview Enerpac Tool Group Corp. is a leading provider of industrial tools, services, technology, and solutions. Our company serves a diverse range of customers in over 100 countries, making complex jobs possible safely and efficiently. We are a global leader in high-pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads. Our company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Job Summary We are seeking a Customer Support Specialist to aid our customers within our distribution channel through inbound activities, such as telephone, email, and other electronic means. The successful candidate will be at the center of our customer's daily activities, whether it is taking in-bound calls, trouble-shooting, entering orders, working with our sales teams, or coordinating orders with our internal departments. The Customer Support Specialist role is fast-paced, requires collaboration with many stakeholders, and requires a holistic understanding of the company's operations. Key Responsibilities- Enter customer orders accurately and efficiently into the ERP system.
- Effectively manage incoming calls and provide accurate information on products, pricing, and availability.
- Communicate with customers regarding order confirmations and ship dates.
- Ensure internal and external customer satisfaction by effectively managing the order process from initial point of contact to delivery.
- Expedite product shipments with customers, sales representatives, and other functions of the company.
- Resolve customer problems and concerns in a timely and professional manner.
- Provide exceptional customer support through a focus on quality and timeliness of resolution.
- Identify and initiate process improvement opportunities to improve the customer experience.
- Build and strengthen relationships with assigned customer accounts to support brand loyalty and a superior customer experience.
- Self-motivated, collaborative, and team-orientated individual.
- Demonstrated ability to manage multiple competing priorities, including 30+ inbound calls per day, while maintaining a positive, courteous, and professional attitude.
- Exudes a sense of urgency and prioritizes customer situations in a fast-paced, high-volume environment.
- Extreme attention to detail and ability to form and strengthen relationships with assigned customer accounts and outside sales reps.
- Previous experience following standard work procedures and strong oral and written communication skills, including active listening.
- Intermediate skills in Microsoft Office applications, including Outlook, Teams, and Excel, and knowledge of Oracle ERP or similar ERP system.
- High School Diploma or GED equivalent; higher education preferred.
- Minimum 3 years of customer service or inside sales experience, preferably in a manufacturing environment with high exposure to industrial products.
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