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Client Support Specialist

2 months ago

Wood Dale, Illinois, United States nVenia, A Duravant Company Full time

nVenia, part of the Duravant family of companies, specializes in manufacturing and supplying integrated solutions and packaging machinery. With a rich history of over 300 years of combined expertise, our esteemed brands such as Arpac, Fischbein, Hamer, and Ohlson cater to diverse sectors including consumer-packaged goods, food and beverage, and industrial markets.

The Customer Service Representative plays a pivotal role in ensuring exceptional customer service with every interaction. This position involves assisting clients in identifying the appropriate parts and solutions for their equipment needs, facilitating sales, and processing orders for timely delivery. The representative will operate with urgency to follow up on outstanding quotes, manage customer inquiries, and collaborate with various internal teams, including engineering and field service, to provide necessary support.

KEY RESPONSIBILITIES

  • Deliver a tailored customer experience by comprehending client needs, offering effective solutions, and ensuring accurate and prompt delivery.
  • Assist customers in identifying required parts for their specific machinery using the ERP system, Bill of Material system, machine manuals, and assembly drawings.
  • Document customer issues and liaise with the Field Service Team, Engineering, and Final Assurance to aid clients in troubleshooting technical challenges.
  • Follow up on pending quotes by reaching out to customers to finalize sales.
  • Quickly process customer quotes and sales orders to ensure prompt delivery.
  • Provide customers with updates regarding the status of their orders.
  • Build and maintain client relationships as the primary contact for customer inquiries.
  • Implement special promotional offers by communicating the benefits and value of the promotions to customers.
  • Coordinate with the Materials Team to arrange 'Drop Shipments' from vendors when purchased parts are not available in stock.
  • Work with the Materials Team to facilitate 'same day shipments' for expedited customer needs.
  • Issue Return Authorization numbers for warranty or defective parts and manage appropriate credits.
  • Follow up on open RMAs to ensure the return of parts to nVenia.
  • Assist the Director of Aftermarket Services with special projects aimed at driving revenue and enhancing operational efficiencies.

POSITION SPECIFIC COMPETENCIES

  • Customer-Centric Approach
  • Ability to Learn Quickly
  • Effective Communication Skills (both written and verbal)
  • Professional and Friendly Telephone Etiquette
  • Team Collaboration
  • Technical Proficiency
  • Blueprint Interpretation Skills
  • Accuracy in Order Processing
  • Computer Skills - Proficient in Word, Excel, Salesforce, and ERP Systems
  • Ability to Multi-task in a Fast-Paced Environment

POSITION REQUIREMENTS

  • 2-5 years of experience in Inside Sales or Customer Service.
  • Preferred: Associate's degree.
  • Familiarity with ERP Systems, Microsoft Office Suite, and Salesforce.
  • Basic ability to read blueprints.
  • Preferred: Experience in a manufacturing setting with knowledge of machinery and components.

Why consider a career with nVenia?

  • nVenia provides a competitive benefits package for all full-time employees, including:
  • Medical coverage options through a high deductible health plan or a PPO plan, including prescription drug coverage.
  • Flexible spending accounts, as permitted by tax regulations.
  • Health Savings Accounts (HSA) with a 2x match, up to $1,000 annually.
  • Dental and Vision Coverage.
  • Paid life and disability insurance, with options for additional coverage.
  • Paid Maternity Leave.
  • Optional coverages such as Long-term Care, Accident Insurance, and Critical Illness Insurance.
  • 401k plan with a 100% match on the first 3% of employee contributions, and 50% on the next 2% (4% match if contributing 5% of pay).
  • Educational Assistance reimbursement.
  • Accrued paid time off (PTO) – 3 weeks per year.
  • 10 paid holidays annually.