Customer Support Associate
2 weeks ago
Position Title: Customer Service Representative
Company: Motion LLC
Location: Not Specified
Overview:
Motion LLC is a prominent global provider of high-quality power transmission solutions catering to various industrial sectors, including food processing, packaging machinery, and material handling. Our commitment to exceptional delivery services and superior customer support sets us apart in the industry.
Role Summary:
The Customer Service Representative plays a vital role in managing order processing and ensuring customer satisfaction. This position involves fostering positive customer relationships and addressing inquiries related to orders, repairs, pricing, and delivery timelines.
Key Responsibilities:
- Deliver outstanding customer service by building and maintaining strong business relationships while responding promptly to inquiries.
- Accurately enter orders into the ERP system within a specified timeframe.
- Provide detailed quotations for both standard and custom products, and suggest complementary items when appropriate.
- Proactively support key OEM accounts and distribution channels globally.
- Review and process customer requests for credits and debits.
- Educate distributors and customers on utilizing self-service tools effectively.
- Handle warranty claims and manage customer returns and exchanges.
- Issue Return Material Authorizations (RMAs) and clarify repair policies and procedures.
- Collaborate with manufacturing teams to expedite customer deliveries as needed.
- Address customer issues or complaints with the help of internal resources.
- Maintain accurate customer records in compliance with company policies.
Essential Qualifications:
Core Competencies:
- A customer-centric approach with a proactive attitude and a commitment to ensuring customer satisfaction.
- Intermediate to advanced proficiency in ERP systems (preferably SAP) and MS Office Suite.
- Professional and courteous communication skills, both verbal and written.
- Ability to remain calm and composed in challenging situations.
- Self-motivated and capable of working independently with minimal supervision.
- Detail-oriented with a focus on accuracy and quality outcomes.
- Strong organizational skills with the ability to manage multiple tasks effectively.
- Adaptable to changes in processes and able to handle unexpected events.
- Proficient in problem-solving and critical thinking, with the ability to gather and analyze data.
- A mindset geared towards continuous improvement and openness to change.
Education and Experience:
A high school diploma or equivalent is required, while an Associate's or Bachelor's degree is preferred. A minimum of three years of customer service experience in a manufacturing or related field is essential.
Physical Requirements:
This role may involve frequent sitting, occasional bending, and lifting up to 10 pounds. Candidates should be able to navigate a typical manufacturing environment, which may include walking and climbing.
Work Environment:
The majority of the work will be conducted in an office setting, with regular exposure to manufacturing areas where safety protocols must be followed.
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