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Client Relations Specialist

2 months ago

Charlotte, North Carolina, United States Motion LLC Full time

Position Title: Customer Service Representative

Company: Motion LLC

Location: Charlotte, NC

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 outstanding customer support ensures that our clients receive the best products and services available.

Role Summary:

The Customer Service Representative plays a crucial role in managing order processing and fostering positive relationships with clients. This position involves addressing customer inquiries regarding orders, repairs, pricing, and delivery timelines.

Key Responsibilities:

  1. Deliver professional and exemplary customer service by building and maintaining strong business relationships.
  2. Accurately enter and verify orders in the ERP (SAP) system within a 24-hour timeframe.
  3. Provide quotes for standard and non-standard products, suggesting complementary items when applicable.
  4. Proactively support key OEM accounts and distribution channels on a global scale.
  5. Review and process customer requests for credits and debits.
  6. Educate distributors and customers on utilizing self-service tools effectively.
  7. Assess warranty claims and manage customer returns and exchanges.
  8. Issue Return Material Authorizations (RMAs) and clarify repair policies and procedures.
  9. Collaborate with manufacturing teams to ensure timely deliveries as per customer requirements.
  10. Address customer concerns or complaints promptly, utilizing internal resources as needed.
  11. Maintain accurate customer records in line with company policies, including orders and credits.

Essential Qualifications:

Core Competencies:

  • A customer-centric approach with a proactive attitude and a commitment to exceeding customer expectations.
  • Intermediate to advanced proficiency in ERP systems (preferably SAP) and MS Office applications.
  • 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.
  • Strong attention to detail and commitment to delivering high-quality outcomes.
  • Excellent organizational skills with the ability to prioritize multiple tasks effectively.
  • Adaptability to changing processes and unexpected challenges.
  • Strong analytical and problem-solving abilities.
  • A mindset geared towards continuous improvement and openness to change.

Education and Experience:

A high school diploma or equivalent is required, with an Associate's or Bachelor's degree 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 the ability to lift up to 10 pounds without assistance. Candidates should be prepared to work in a typical manufacturing environment, which may include walking and navigating around equipment.

Work Environment:

The majority of the work will be conducted in an office setting, with regular interactions in a manufacturing area where safety protocols must be followed.

Equal Opportunity Statement:

Motion LLC is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.